Discover opportunities to improve agent performance and earn customer loyalty.
Many businesses assume that their contact center agents are providing a consistent and friendly service that offers customers a quick resolution to their requests. But what happens when that positive interaction doesn’t take place? Who or what is tracking the unhappy customer who called your business and did not get the service they expected, or did not get their issue properly resolved?
Hard statistics tell the story. Standard research shows that 65% of customers would cut ties with a brand over a single poor experience. Also, the numbers show that it is seven times more expensive to acquire a new customer than to keep an existing one.
To put it simply, there is a lot riding on each and every customer interaction. That’s why Service Management Group (SMG) is partnering with Chrysalis, along with more than 350 other brands, to measure and improve the customer experience across every touchpoint. The alliance promotes loyalty and satisfaction and, as a result, will increase sales for your business.
Our contact center survey, SMG AgentTrack, invites customers to participate in a survey immediately after their experience on any channel—IVR, email, or chat. The survey results are available in real-time on a comprehensive reporting dashboard geared towards either the agent, supervisor or management. Immediate action can be taken to provide agent coaching opportunities and make adjustments for improvement. In addition, a more long term study can be implemented through the tracking of performance over time.