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| Quality Management is increasingly important for call centers, as it gives management insight into contact center performance and enables the company to address issues on a timely basis. NexxPhase Customer Interaction Manager supports Contact Center and Quality Assurance managers in planning, monitoring, measuring and evaluating quality and operations performance criteria. |
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Service Level and Response Time – The measure of what your customers experience when they attempt to reach your contact center. How well you are getting customer contacts answered and in front of the right agents? NexxPhase real-time dashboards, thresholds and alerts provide the minute-by-minute tactical information you need to optimize the performance of your center. |
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Adherence – Is your staff available and interacting with customers as you planned? Adherence to schedule provides the baseline for evaluating schedules, staffing, and utilization. |
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Agent Evaluation – We partner with VPI to provide easily customizable QA evaluation forms to help you objectively measure and track agent behaviors, customer insights and the performance of campaigns. VPI QUALITY™ automates the intelligent selection calls and provides timely feedback to agents and managers. Evaluators receive "to-do" lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the related call audio and screen recordings.
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| Self-service Quality and IVR Containment – Most contact centers are focused on moving mundane, repetitive interactions from live-agent to self-service processes freeing up agents to assist customers with more complex interactions. But what is the customer's experience and satisfaction with the self-service process? How many customers begin self-service IVR or Web transactions and how many complete those transactions without transferring to live-agent assistance? NexxPhase provides the tools to record customer interactions with IVR, Web site, email and back-office applications. What causes the customer to "zero out" to email or chat with a live agent or simply abandon their transaction? |
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First Call Resolution [FCR] – FCR is not only a primary indicator improving Customer Satisfaction but also of overall operations quality and cost improvement. Low First Call Resolution rates drive repeat callers, escalations, and greater than 30% of most centers operating cost. NexxPhase real-time measurement and reporting tracks repeat callers, escalations, and FCR so you can achieve both improved productivity and Customer Satisfaction. |
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Contact Quality – NexxPhase provides programmable call recording and retention allowing up to 100% of your center's calls to be captured or any random percentage you choose. Recorded calls are correlated with the original interaction and indexed for evaluation, scoring, and staff improvement processes. Additionally, listen-in, whisper (R/T coaching), and barge-in capabilities are provided on the supervisor's dashboard. |
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Customer Satisfaction [CSAT] – There is a direct correlation between customer satisfaction, customer loyalty, meeting organization goals (revenue) and employee morale and performance. It is critical to survey callers immediately after the interaction occurs, when the experience is fresh in the customer's mind, and before problems can escalate. |
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