Overview
Join Rajesh Sahu, who leads contact center solutions at PSEG, as he shares how a New Jersey utility turned customer feedback into real, actionable insight and kept its systems running without interruption.
Learn how PSEG moved beyond a legacy feedback system to CXone's Feedback Management, added open-ended responses with speech-to-text and sentiment analysis, and combined it with Interaction Analytics and Quality Management to drive CSAT and response rate higher over the past two years.
In this session, you'll hear:
- Why moving from a legacy feedback tool to CXone drove real improvements in CSAT and response rate
- How open feedback, not just a 1-to-5 rating, gives customers room to say what's really working or not
- How speech-to-text and sentiment analysis turn open feedback into a report the team can act on
- Why combining Feedback Management with Interaction Analytics and Quality Management compounds the results
- How CXone has kept the system running 100% of the time, so the team is ready whenever customers need them most
Whether you're looking to turn customer feedback into deeper insight, or build a more resilient, integrated contact center platform, this testimonial offers a real-world look at what immediate benefit realization looks like.