In today's contact centre business, data and metrics may be as important as your service agents are, this is because business cannot ignore the impact that its customers' feedback could have on its operations.
In addition to strengthening your customer relationships, data helps understand the customer's expectations and improves the effectiveness of your operation processes, additionally what would the impact be if you could ask your customer's opinion how to provide them with a unique experience?
Presence Suite offers Customer Survey, an add-on module to conduct quality or after-call surveys. Presence Customer Surveys can automate surveys in two different ways: once you have talked with an agent (post-call) or after completing a call managed without agents (Presence RoboDialer).
All these answers are stored in the system repository database, so that valuable reports with scores and response rates can be generated.
With Presence Customer Survey you can:
* Know your customer's expectations;
* Improve your customer satisfaction levels;
* Obtain information in real time about the quality of the contact centre service;
* Adapt the operation on the basis of the answers obtained; and
* Provide proactive customer service.
Learn from your surveys results to provide first-class service to your valuable customers HERE.
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