LISTEN – Gather Feedback through Multiple Methods for an In-Depth View of the Customer Experience

Flexible Customer Survey Options:  Gather actionable feedback after every customer interaction to understand agent performance on key metrics such as courtesy and knowledge, likelihood for customers to renew and recommend, and suggestions for improvements to products and services. Capture feedback through a variety of data collection methods, including phone, interactive voice response (IVR), email, mobile SMS, and more.

Advanced Social Media Monitoring Capabilities:  Extend your contact center into the world of social media:  listen in up to 10 languages across a broad range of media types including blogs, forums, Twitter, and Facebook to quickly identify and respond to individuals seeking help or posting about interactions with your products and services. Spot issues quickly before they spread across the web.

ANALYZE – Monitor Customer Satisfaction and Agent Performance

Slice and Dice Data:  Quickly gain critical insights with more than 40 out-of-the box survey analytics reports and chart types designed to help you spot trends and prioritize issues. Drill down to analyze specific issues in-depth and determine which agents and teams are performing best.

Share Customer Feedback Across Your Organization:  MarketTools CustomerSat Adaptive Role-Based Reporting delivers customized dashboards that provide individual agents with their own unique data – everything from response rates to key performance indicators and verbatim customer comments to provide real-time satisfaction data for their own interactions.

Measure Impact:  Compare survey feedback results across agents, teams, contact centers, regions, products and customer segments to identify top performing areas and target areas that need assistance. Evaluate feedback results across survey and social media channels to gain additional insight. Understand what improvements will have the biggest impact on satisfaction and loyalty.

ACT – Drive and Align Responsive Actions

Take Action to Save At-Risk Customers:  Automatically notify designated individuals when survey responses or social media posts meet specific criteria using Action Alerts. Collaborate and report on cases to help managers track issues through to resolution. One-click access to call recordings enables you to listen to interactions for immediate agent coaching opportunities.

Coach and Reward Agents:  Pinpoint problems and opportunities by agent, team, product, region, communication channel and customer type to help you quickly resolve issues and more effectively coach, recognize and reward agents.

Develop Strategies and Tactics with Impact:  Use case analytics to understand where to make investments in headcount, training, and technology for the greatest impact. Understand where to make strategic changes to products or business process to build long-term customer loyalty and profits.