Knowledge, professionalism, and the ability to resolve issues on the first touch are at the forefront of creating a positive contact centre experience. After all, your customers have something to say and they’re looking for someone to tell—and often, someone to help. Through insights and reporting tools, we drive agent improvement so you can elevate the customer experience and inspire loyalty. AgentTrack is focused on targeted development at the individual agent level to create change across the higher team, unit, and company levels.
With the smg360™ reporting platform, department managers can get a real-time view of current performance, see how scores trend over time, and build and distribute timely reports on important measures. By drilling down into agent-level scores, coaches can identify specific opportunities and drive continuous improvement. And to ensure your customer experience aligns across touchpoints, power users, executives, and department managers can integrate contact centre data with other CXM datasets.
Customers reach out because they want to be heard—but their questions and concerns might not always come through in a number. Our automated voice-to-text transcription enables brands to hear customers in their own words. And with text analytics functionality, they’re able to track sentiment in customer comments, spot emerging themes, and answer questions they never thought to ask.
The contact centre is often your last chance to resolve problems and regain customer loyalty. With so much on the line, it’s critical to stay ahead of service-related issues that could compromise your guest recovery efforts. Our rule-based alerting technology notifies the appropriate users in real time on things like specific scores or key words in customer comments. And if the alert isn’t resolved within the parameters you set, it’s automatically escalated to the next level of your hierarchy.