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Contact Center Customer Surveys

Impact 360 Customer Feedback can help you measure and influence customer satisfaction in real time.

What do customers really think about your business? It’s a deceptively simple question — and it’s one of the most fundamental challenges organizations face in today’s highly competitive market.

Impact 360 Customer Feedback can help you solicit valuable input from customers. A browser-based solution, it uses short, context-sensitive, dynamic surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels in real time.

By gathering data that might otherwise be overlooked or lost, Impact 360 Customer Feedback provides insight into the effectiveness of your people, products, and processes, allowing you to take action quickly. As a result, you can do more than simply measure customer satisfaction — you can influence it.

Impact 360 Customer Feedback integrates with Impact 360 Workforce Optimization solutions, back-office and contact center software, and CRM systems. It engages customers immediately after their interactions with your agents over IVR, Web, and email with short, dynamic surveys that are delivered based on business rules you define.

Because the surveys are intelligent, context-based, and timely, they engage customers and deliver response rates far greater than those obtained through traditional, one-size-fits-all questionnaires. As a result, you can move beyond mere sampling to capture meaningful data — even with large numbers of customers and multiples sites.

To help ensure that immediate opportunities are acted upon, Impact 360 Customer Feedback delivers alerts and workflow items right to the desktop. Links to actual call recordings provide your managers with a powerful review capability, enabling them to drill down for further analysis. Armed with this information, you can take the actions needed to increase first-call resolution rates, reduce escalations, enhance customer satisfaction and retention, and improve agent coaching and training.

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