Interaction feedback

1. Interaction Feedback

2. Opt-In
Interaction Feedback:How Does It Work?
For inbound calls to the contact center
Rule Processing
Interaction Feedback
Survey
Invitation: Survey Offer
Workgroup Queue
Agent
Interaction
Opt-Out
3. Interaction Feedback:
The best way to know what a customer thinks is to ask them directly.
4. Why Post-call Surveys?
Timing is important: capture feedback at the point of opportunity
5. Customer Feedback Management
Insight Into Customer Perceptions
Leverage investment in the
All-In-One
IC platform today AND into the future
6. Why Customer Feedback Matters
Understanding gaps in perceptions
8%
Yes
80%
Yes
Companies were asked: Are you delivering a superior experience?
Their customers were asked: Are you receiving a superior experience?
Source: Bain & Company survey of 362 companies Aug 2006
7. More Good Reasons to Collect Customer Feedback
From being able to finely tune services and products to customers' needs, to actually increasingcross-sell and up-selltransactions by 15 to 20 percent, feedback is the most-powerful tool.
Retain, then grow valuable customers.
Source: Implement Customer Satisfaction Management Processes to Improve Revenue, Gartner, July 2006
8. Surveying Solutions:What Else is Out There
Source: DMG Consulting 2008 Contact Center Surveying and Analytics Report
9. Interaction Feedback:Why Were Different
Reduce cost & complexity with surveys as part of an all-in-one platform
No costly integration to third-party products (just a license key)
No need for additional hardware
No need to manage/support multiple vendor products
No need to piece together information from different systems
No need to append data on the backend
Extend your technology investment with a roadmap for the future
Surveys with more than a single delivery option
Extensibility for additional survey delivery media and mode from the same product (post-call, inbound IVR, outbound, post-call, email/web, chat)
Extensibility to survey additional stakeholders (e.g. employees)
Flexibility for departmental or business users
Use with future ININ advanced technologies (Process Automation, Speech Analytics)
Simplify and automate to increase efficiency and effectiveness
Ease of use - avoid dependency on internal programmers or third parties
Wizard-guided configuration assures easy survey creation and management by business team members
Quickly adapt surveys to changing business needs
Reliability - automated post-call surveys eliminate agent intervention, increase survey results accuracy
Totally automated surveys require no agent involvement or awareness that the survey is taking place
Removing the agent from the survey decision process removes the potential for agent bias or influence in survey results
Enable proactive intervention: access critical information and take action
Real-time alerts based on scoring thresholds
Prompt proactive intervention to address issues before a customer is lost
Access information about the interaction itself (i.e. call recording)
Equip supervisors with knowledge of what actually happened on the call
Identify coaching and training opportunities
Monitor satisfaction by agent, compare to quality metrics, review trends
13. Interaction Feedback
The Product
14. Survey Creation
Wizard-driven configuration
No programming required
Group surveys by business need (Customer Service, Marketing, etc.)
Assign ranking consistent with Interaction Recorder*
Set minimum acceptable score that triggers supervisory alert
Option to record surveyed calls*
*With Interaction Recorder
15. Rules

Rule conditions automatically determine which calls receive survey offer:

16. Every nth call 17. Max per day 18. ANI/ DNIS 19. Workgroup 20. Day/date/time 21. Call attribute