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Witness Systems’ Impact 360 Customer Feedback - part of the company’s Impact 360 Workforce Optimization solution - is a browser-based solution that uses short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact. By gathering data that might otherwise be overlooked or lost, the software provides insight into the effectiveness of contact center agents, products, and processes, allowing companies to take action quickly.
The software unifies performance management, workforce management, full-time recording, quality monitoring and eLearning into a single package. With Impact 360, your contact center, remote, and back-office operations can capture, share, and act on information from across the enterprise.
Impact 360 integrates with other Impact 360 solutions, back-office and contact center software, and CRM systems to provide insight into customer and performance data. It engages customers immediately after their interactions with agents over IVR, Web, and e-mail with short, dynamic surveys that are delivered based on a company’s business rules. Because these surveys are intelligent, context-based, and timely, they engage customers and deliver more accurate response rates. As a result, companies can move beyond mere sampling to capture meaningful data — even with large numbers of customers and multiples sites.
However, Impact 360 is more than just a survey system, because it enables companies to gather data in real time and then package it into useful reports. These include Survey Results Reports (which provide overviews and detailed views of surveys, including response and completion rates, question details, individual and aggregated responses, access to recorded calls, and more); Performance Analysis Reports (which deliver overviews and summaries of effectiveness metrics for agents, supervisors, and managers); and Quality Reports (which calculate indices based on internal and external metrics). Because the software “knows” who each customer is, including what their past interactions were, it can actually create a report on each individual customer.
The software’s Survey Builder lets companies build their own intelligent surveys with conditional questions. Users can either add their own questions, or choose from a library of question types. Surveys can be conducted based on customer or customer type; customer history; agent, representative, or queue type; transaction type; or product, process, or service used.
The software also delivers alerts and workflow items to ensure that immediate opportunities are acted upon. Links to actual call recordings provide managers with a powerful review capability, enabling them to drill down for further analysis. Armed with this information, they can then take the actions needed to increase first-call resolution rates, reduce escalations, enhance customer satisfaction and retention, and improve agent performance.
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