Customer Surveys

Call Centre Customer Satisfaction Surveys

CXone Feedback Management
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Call Centre Software

Drive contact centre performance with customer satisfaction surveys

NICE inContact Feedback Management drives higher contact centre performance and increased customer satisfaction with actionable customer feedback, immediately following an interaction. With a simple, web-based interface, flexible dashboards and customisable views, agents and supervisors can use customer feedback surveys to identify opportunities for improvement and self-coaching while top-performing agents can be recognised for their efforts.
Capture
Capture valuable customer data
Recognise
Recognise 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 organsation
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

 

Socialise customer feedback
Analyse data through flexible dashboards and adjust survey questions based on actual customer insight.
  • Target right survey questions
  • Flexible dashboards & reports
  • Simple, customisable survey design tools


Improve the agent performance
Coach agents on areas of improvement and empower them to self-correct behaviours based on direct feedback from the customers they serve.
  • Eliminate misinterpretation
  • Funnel feedback straight from customer to agent
  • Proactively identify patterns in behaviour
  • 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 enable organisations to send customers surveys after an interaction with an employee. Contact Centres 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.
Ready to transform the way you achieve
your customer experience goals?
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