Smoke Customer Solutions has unveiled an online platform designed to provide real-time contact centre customer feedback as well as an agent evaluation tool.
According to the company, the Eyerys online platform automatically identifies agents in 'hot desk' environments, offering automatic transfers to avoid agents cherry-picking which calls to send through to the system. The solution also allows supervisors to create their own feedback surveys online.
“Eyerys gives contact centres the functionality to evaluate agent performance by the clients themselves, thereby getting independent feedback through detailed structured reports,” says Andrew Cook, MD of Smoke Customer Solutions.
“Contact centre managers are able to continuously track agent performance based on client feedback, which allows them to identify bad service delivery and immediately address client dissatisfaction before they decide to move to a competitor.
”This also allows management to identify strong and weak performing agents in the contact centre and identify training gaps, as well as in individual performance rating and evaluation,” he adds.
According to Cook, when bad service is immediately addressed, a client tends to feel valued and could move from being a negative word-of-mouth advertiser, to positively selling a service through conversations with friends and colleagues.
“Waiting for reports from surveys months after a bad client interaction is too late to save the customer, or stop them from spreading bad word-of-mouth publicity about your organisation,“ explains Cook.
“Companies should take pro-active action when bad service is provided, to ensure the problem is resolved and the customer satisfied.”
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