Many companies believe that they deliver exceptional customer service. However, many customers frequently disagree with that perception.
In order to optimize customer satisfaction,
organizations need to determine the most effective way to collect information about the customer experience. Gathering relevant, immediate and comprehensive customer feedback is fundamental to understanding the customer and improving
organizational performance and productivity.
NICE Customer Feedback helps companies close the customer satisfaction gap by:
Obtaining accurate and timely information from customers
Correlating feedback information with specific
interactions to determine the fundamental causes of customer satisfaction or dissatisfaction
Aligning quality processes with customer expectations and educating agents to deal with the causes of satisfaction gaps
Analyzing customer satisfaction and evaluation trends to maintain alignment
Customer Feedback Highlights:
Real-time feedback
Action-oriented results via dashboards, reporting and alerts
Integration with contact center solutions such as Quality Management, Coaching and Interaction Analytics
Feedback responses linked to captured interactions
Cost effective– no per-survey costs
Key Benefits
Build the voice of the customer into business processes
Align quality management and coaching with customer expectations
Collect accurate and timely information from customers
Provide real-time insight to business users
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4.1 Real-Time Information
Customer Feedback allows organizations to gather feedback at the end of a call, by directing the customer to an automatic survey on the IVR. Customer Feedback is fully integrated with the rest of the NICE Perform capabilities and provides an important element of the NICE Perform multi-dimensional analytics.
The solution enables organizations to enhance customer satisfaction, focus on individual or team performance, and improve overall service and processes. Through the
reporting system stakeholders can take real-time actions for corrective measurements to ensure customer satisfaction, improve first call resolution, reveal coaching needs or identify upsell opportunities.
The solution is easily operated by managers and specialists who can quickly create reports and surveys or customize existing surveys and questions at any time. The tight integration with the NICE Perform recording platform allows the QM team to link surveys to the actual interactions they resulted from, which enables much better understanding of the root-cause of issues.
Figure 39: Linking Survey Results to the Interaction
4.2 Creating Surveys
The Customer Feedback solution is highly flexible and allows organizations to create and deploy multiple types of feedback surveys including Relationship type surveys (tend
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to focus on general satisfaction levels), Transaction type surveys (tend to focus on recent events), and Topical surveys (tend to focus on key topics that are of interest to management).
The Customer Feedback Survey Manager enables an organization to create customized surveys which are then presented to the customer at the end of an interaction. Users can develop a variety of survey types which can be used for different call types, events and campaigns. Surveys can be created in multiple languages to accommodate different audiences.
Figure 40: Survey Creation with the Survey Manager
The Survey Manager allows intelligent, dynamic survey flow capabilities (context-based questions) that seamlessly redirect the customer to the relevant questions within the survey, based on customer responses.
4.3 Managing Surveys
Customer Feedback surveys can be implemented using the following survey flows:
Post call – automatic routing: The system decides whether or not the call is sampled for customer feedback based on user-defined rules.
Post call – manual routing: The agent manually transfers the customer to the survey.
Direct connect: Customers call directly to the survey. For example, customers can use the IVR self-service option and call directly a 1-800 number without talking to an
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agent first. Allows companies to complete the standard ways of collecting customer feedback.
4.4 Managing Results and Reports
Survey results collected with NICE Customer Feedback provide an in-depth understanding about customer satisfaction as well as the performance of the entire organization, specific departments and individual agents. The information can be viewed, analyzed and customized by the different stakeholders in several ways:
Reports delivered to the designated users
Survey results via multi-dimensional queries
Survey results via My Universe portal
NICE Customer Feedback is fully integrated with the NICE Perform Reporter,
simplifying the generation and distribution of feedback information. These are some of the predefined Customer Feedback reports:
Trend-lining reports by agents, groups and questions:
o Feedback Results Trend: Customer feedback score trends o Question Result Trend: Trends of specific question score
Segmenting (filtering) reports:
o Feedback Score by Parameter: List of surveys that match a specific criteria o Feedback Summary: List of surveys for a specific period
Distribution reports:
o Feedback Result Distribution: Distribution (split) of question score
Comparison reports:
o Feedback vs. Quality Score: Comparison of feedback and evaluation results
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Figure 41: Question Result Trend Report
4.5 Managing Actions and Alerts
After surveys were created, deployed and results were gathered, stakeholders at all levels can now act upon this meaningful information.
Business users, supervisors and agents can receive customer feedback results directly to their personalized My Universe portal.
Figure 42: Surveys Summary in My Universe Portal
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Contact center supervisors are able to take immediate action and provide their agents with the necessary coaching to improve their customer service skills. They can also attach the survey to the coaching package in order to share it with agents.
Figure 43: Coaching Package with Attached Customer Feedback
Supervisors can compare productivity, evaluation and customer feedback for each of their agents. They can also use the results to compare statistics of their group with other groups in the company.
Figure 44: Agent Performance
Disclaimer
Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or
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About NICE
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE‟s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including over 85 of the Fortune 100 companies. More information is available at
http://www.nice.com.