Create, deploy and manage post-call surveys to capture a customer’s perception of their service experience
By merging survey results with contact center operational data, the collected information becomes a more powerful tool to measure overall customer satisfaction. The post-survey data highlights key satisfaction drivers for improvement. Furthermore, the post-survey functionality is created using a wizard-guided approach, which eliminates the need for the technical expertise and complex programming. Customers can be automatically promoted to “opt-in,” they can be transferred to the survey by an agent or they can be provided with a call-in number to complete a survey at their convenience.