Today's Evaluation Application are a fully integrated, browser-based Quality Monitoring tool for call recording and evaluating calls and screens. It identifies areas where performance can be improved and will play an important role in enhancing the delivery of the highest levels of customer service. It makes the creation of individual projects and campaigns a simple process.
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An agent's performance has a direct effect on a customer's experience. The better agent's performance, the higher the customer satisfaction. Most companies recognize this, in fact, in a recent survey, more than 80% of companies say they want to improve the way agents handle customer interactions. Yet most centers still approach agent improvement in a traditional way which does not close the loop on connecting what happened in the past to drive better performance in the future.
Voice of the Customer Solutions
Transform your business - from top to bottom
The NICE Voice of the Customer (VOC) Suite brings together our leading solutions for capturing customer interactions and feedback, translating them into valuable insights, and transforming your business for the better.
Engage customers for their feedback
Reach out to all your customers for feedback, in real-time, across all channels and touchpoints, at the moment of truth. For direct Voice of the Customer, NICE's timely, personalized and conversational approach improves both the rate and quality of survey responses - for maximum business value.
Gather real-time feedback from multiple channels
Unlock verbatim feedback with the Natural Language Processing engine
Configurable and visually intuitive dashboards
Receive real-time alerts for customers at risk of churn
Analyze to uncover insights
Combine best-in-class direct and indirect VOC Analytics to extract valuable insights into the customer experience and uncover the drivers of customer satisfaction and dissatisfaction hidden in cross-channel customer interactions.
- Drill down with advanced analytics including Sentiment Analysis and Root Cause Analysis
- Gauge the emotional state of your customers by analyzing their voices for tell-tale variations in pitch or tone
- Track Hot Topics - the most frequent topics mentioned by customers, identifying trending customer satisfaction issues
Turn insight into action
Leverage Voice of the Customer analysis to quickly recover dissatisfied customers, provide effective real-time next-best-action guidance, reward employee performance, and fix broken processes.
Our VOC solutions turn insights into improvements, inspiring customer loyalty and employee engagement.
Set customer satisfaction goals for each individual employee based on their specific call mix, skill set, performance, etc.
Target coaching at specific employees and behaviors that will have the most impact on the overall customer experience.
Improve operational processes and provide feedback for product/pricing issues.
Transform the culture
Measure, monitor and regularly re-assess customer experience performance, in order to improve operations and make sound strategic decisions. As our Voice of the Customer solutions anticipate changing trends and drivers, you will be able to take action - adapting your processes, pricing and product offerings accordingly.
Improvements guided by the VOC Suite align around customer satisfaction, in what becomes a positive feedback loop effecting changes to your best practices and training. All of which ultimately means improved churn, retention, call resolution, satisfaction, and loyalty, as well as better customer relations and operational efficiency. And isn't that, after all, what creating long-term value is all about?
A new approach that is analytics based can provide the tools to effectively evaluate key agent performance metrics, deliver targeted and personalized training efficiently, enable agents to self-asses and self-correct, and ultimately shift the evaluation of performance from an efficiency focus, to one that is more about effectiveness
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