Customer Feedback
NICE SmartCenter™ Customer Feedback
This solution enables the easy collection and collation of comments from customers directly after a call or any other interaction with the contact centre...
NICE SmartCenter™ Customer Feedback
NICE Smartcenter Customer Feedback is a solution which enables the easy collection and collation of comments from customers directly after a call or any other interaction with the contact centre or service desk.
Fully integrated into NICE Smartcenter, individual customer responses are correlated to specific interactions ensuring you can better understand customer perceptions and react accordingly.
Agents can receive and review survey results for their own interactions directly from their personal portal or through coaching packages. With NICE Smartcenter integration, customer feedback results are also automatically compared to agents quality scores.
Key Features
- • Integrated Survey Designer – makes creating and modifying surveys fast and straightforward. Ability to run multiple surveys simultaneously, with no additional per-survey cost
- • Survey responses can be linked to captured interactions
- • Automatic quality evaluation and feedback score comparisons
- • Voice comment support – not just reliant on touchtone key-pad responses
- • Delivery of personal feedback results direct to agent desktop
- • Integrated survey development tool
- • Out-of-the-box reporting templates
Key Benefits
- • Ability to control how surveys are offered to customers – including automatic routing after completed interaction and direct dial into survey via IVR system
- • Gain rapid insight in new product or promotion performance
- • Measure key business drivers like customer loyalty, first call resolution and net promoter scores
- • Align quality management processes with customer expectations
- • Share feedback results throughout the entire enterprise
Real-time customer feedback ensures your business can address problem area’s quickly and promptly ensuring smarter decisions can be made and timely actions and insights achieved. This solution puts the control of sensitive customer information in your hands, reducing the risk of exposure as you don’t have to store it in, or transfer it from off-site locations.
