Surveys are an age old method to capture customer experience analytics, but how do you convert this feedback into actionable Insights that impact CX? Etech Insights shows you helpful market trends, business opportunities, voice-of-customer, competitor analysis and relates survey feedback with process and performance metrics.
Etech Insights maps strengths and weaknesses within agent interactions to identify behaviors that can be replicated or improved across your organization to yield higher results in sales performance, customer satisfaction and first contact resolution.
Companies make significant investments in training and retention of frontline employees. Tenure Segmenting shows you comparison between tenured agents vs new agents, determine needs of training remediation, identify training gaps and skill vs will issues.
It is critical for leaders to efficiently track team performance and quickly diagnose and address performance issues. Etech creates Heat maps that make it easy to identify agents who need further coaching or immediate reward.
Etech Insights helps you to measure customer satisfaction at each touch point, delivering actionable insights to improve your customer experiences.
Click here to explore Etech Insights to increase your revenue and enhance customer experiences.