With integrated conversation analytics you can analyze 100% of customer interactions / conversations to understand customer needs and focus on the drivers that improve service quality and customer experiences.
Issue a survey after every customer interaction to track individual and team impact on customer sentiment scores.
Get amazing results by combining your internal quality and customer sentiment scores on a single platform. Gather customer satisfaction (CSAT) and Net Promoter Scores (NPS) and tie them back to the agent, supervisor, team and group satisfaction scores.
Improve CSAT and NPS scores by focusing on fixing issues that are surfaced by smart analytics data identifying skills, knowledge gaps, or process failures.
Focus actions where it will make a difference by sharing and visualizing the movements and trends in quality and sentiment data through advanced reporting and dashboards.
Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations. Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff. This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organization.