|
|
|
|
 |
|
|
 |
With the introduction of the Customer Feedback IVR Survey system, NICE has made gathering customer feedback easier and more cost-effective. Contact centers can now incorporate post call IVR surveys, link the results with the actual call recordings, and access them immediately.
Benefits:
- Truly assess the complete customer experience by linking customer satisfaction results with ACD information and customer/agent interaction recordings.
- Calibrate in-house quality monitoring scores with customer feedback scores for the same transactions.
- Significantly reduce the cost and time associated with traditional surveys, such as mail or outgoing telephone calls.
- Listen to the real customer/agent interaction associated with the survey results, across all segments of the call (including transfers), for a true 360-degree view of the customer interaction!
- Play back the call itself, or listen to the customer's comment (that can be recorded as part of the survey) from the NiceUniverse reporter's feedback templates.
For more details please click here
|
|
|
|
|
|
