Feedback Management

As a Voice of the Customer (VOC) application, Feedback Management unlocks actionable insights to improve satisfaction, boost loyalty, and increase agent engagement. Feedback Management unleashes the power of customer insights to:

• Put your feedback to work – Close the loop with individual customers and transform experiences through unbiased customer feedback.
• See the bigger picture – Go beyond the contact center to improve the entire customer journey.
• Amplify coaching efforts – Prepare agents with the personalized information and feedback they need to perform better.
• Identify opportunities to improve – Uncover blind spots in your customers’ digital-first omnichannel experiences.
• Make the digital journey smarter – Stay in tune and use customer feedback to resolve issues faster.
• Share important CX data – Distribute the right data to the right people and departments across your entire organization.

Increase customer satisfaction

• NICE VOC customers have seen a 35.5% improvement in customer ratings, according to Metrigy¹.

Measuring and improving agent performance

• With a VOC program in the contact center, programs have seen a 32.8% improvement in agent efficiency¹.

Increase revenue

• Companies with a VOC program have the potential to increase annual company revenue YoY by 35.8%¹.

Decrease costs

Feedback invitation response rates across channels:

• Email: 20%
• IVR: 5-10%
• WhatsApp: varies
• Web: varies

_{Source
1 Metrigy 2022 MetriStar Awards, Category: Voice of the Customer Platforms}

• Leverage deep and actionable insights with advanced analytics on customer feedback from the journey level to the individual customer, via:
  • Embedded recordings uniquely provide context to understand feedback scores, closed loop action needs, and coaching opportunities quickly and easily.
  • Feedback analytics enhance Quality Management dashboards and sampling plans for a “single pane of glass” understanding of agent performance.
  • Role specific analytics with CSAT-driver and loyalty-driver correlations and other advanced analyses identify the most effective strategic improvement actions that expand upon general-purpose transaction statistics such as CSAT scores.
  • Leverage insights generated across applications from a single technology and services provider, which cuts project risks and time to value while maximizing agility and ROI.

• Operationalize insights at scale to close the loop quickly on customer issues, cut churn, and grow customer lifetime value.
• Act in real time on feedback, empower front line employee performance and prompt service recovery efforts, via:
  • Real-time alerts
  • Role-based workflows
  • Service recovery actions and post-action follow-up surveys

Feedback Management captures the Voice of the Customer (VOC) with surveys through more than two dozen digital channels including Teams, Slack, Instagram DM, Facebook Messenger, WeChat, YouTube, and X – in addition to chat, SMS, WhatsApp, email, and IVR.

Clients who have both Feedback Management and Digital First Omnichannel can offer customized Feedback Management surveys for all digital channels.² ​Feedback Management surveys are now available as a web link through all digital channels.² ​At the end of the interaction, the customer receives a survey immediately and directly within the chat window.

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2 The ROI of VOC: Create happy customers, drive efficiency and improve financial results, Aberdeen Strategy & Research}}

• IVR: Transfer of data from the IVR to CXone Feedback Management to trigger surveys
  • No other off-the-shelf VOC solution can be integrated at this level.
  • Attempting to integrate with other VOC systems is costly and time consuming.
  • Most VOC solutions do not have integrated IVR feedback, though some may offer this through partners – setup and change are typically difficult, slow, and costly.

• Recordings: Call recording is embedded in the CXone Feedback Management dashboard’s Survey Results pages (requires CXone Recording and CXone User Hub).
  • This unique capability eliminates the need to search through another system to find the right recording that matches a survey.

• Personalized:
  • Launch personalized invitations based on CXone Mpower data such as the reason for the call, call disposition flagged by agent as needing feedback, and customer profile/demographics.

• Quality Management:
  • View data from Feedback Management in CXone Mpower Quality Management.
  • Review CSAT, NPS (Net Promoter Score), or other Feedback Management survey-measured metrics.

• Performance Management:
  • Get more transparency and insights into agent performance, including on voice and digital channels.
  • Develop and engage agents with proactive personalized coaching, based on actionable data.
  • Provide your supervisors with concise, actionable data to make impactful decisions, faster.

• Feedback Bot/Bot Builder:
  • Directly embed Feedback Management surveys within an assisted chat, so customers can leave a response immediately after receiving help from a chatbot.

• Cold Transfer: The caller opts in or out before getting to the agent. After the call is over, the agent and customer hang up and we call back within 3-5 seconds.
• Warm Transfer: At the end of the call the agent hangs up the call and transfers the caller to the survey without the caller hanging up the phone.

Feedback Management is integrated with Salesforce and offers a general-purpose API to import and export data, such as contact lists and closed-loop case management workflow statuses.

• Surveys can be triggered by changes in Salesforce objects.