NICE inContact CXone Call Center Feedback Management
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Drive contact center performance with customer satisfaction surveys
NICE inContact Feedback Management drives higher contact center performance and increased customer satisfaction with actionable customer feedback, immediately following an interaction. With a simple, web-based interface, flexible dashboards and customizable views, agents and supervisors can use customer feedback surveys to identify opportunities for improvement and self-coaching while top-performing agents can be recognized for their efforts.
Capture
Capture valuable
customer data
Recognize
Recognize and
reward agents
with ease
Empower
Empower agents
to self-coach
Improve
Improve NPS, CSAT
CES and other key
quality objectives
Share
Share valuable data
across the organization
Customer Satisfaction Survey Features
Understand customer expectations
Receive timely, actionable feedback, directly from the customer, immediately following the interaction.
- Gather unbiased customer insights
- Immediate feedback
- Retain "whole picture" context
- Deliver surveys via voice, web, or email
Socialize customer feedback
Analyze data through flexible dashboards and adjust survey questions based on actual customer insight.
- Target right survey questions
- Flexible dashboards & reports
- Simple, customizable survey design tools
Improve the agent performance
Coach agents on areas of improvement and empower them to self-correct behaviors based on direct feedback from the customers they serve.
- Eliminate misinterpretation
- Funnel feedback straight from customer to agent
- Proactively identify patterns in behavior
- Reduce agent training costs
What our Customers Say
"We use CXone survey results to understand customers’ perceptions and experiences....We use these answers to improve our products, processes, and enhance the customer journey."
Bruce Gilbert
CTO
Young Energy
What are Customer Satisfaction Surveys?
Customer Satisfaction Surveys enables organizations to send customers surveys after an interaction with an employee. Contact Centers use this technology to obtain direct feedback from their customers; providing opportunities to improve the customer experience. This software should also provide reporting that comprises the results of the completed survey and the response rate information. Modern survey solutions should be part of Quality Management solution to ensure the feedback loop is complete – enhancing the coaching processes to improve agent performance and the customer experience.
