Leading Beauty Company Launches Evaluate to Enhance the Customer Experience
in the Contact Center
ATLANTA, GA – Dec 14, 2011 – Nexidia, a leading provider of customer
interaction analytics solutions for business transformation, today announced
that Atlantic Coast Media Group (ACMG) has chosen Nexidia Evaluate to better
manage contact center agent performance in a continuing effort to provide
superior customer service.
ACMG markets highly effective skin-care products for women. Marketed across
the web, on television and in retail locations nationwide, the company has
multiple contact centers with hundreds of agents to support its sales and
marketing efforts.
With an ongoing effort to enhance customer satisfaction, ACMG will utilize
Nexidia Evaluate to benchmark best practices of top performing agents who
meet and exceed customer expectations. All agents will then be trained
according to best practices, with targeted coaching specific to the needs of
each individual. Additionally, Evaluate will track agent performance across
all call center sites, teams and individual agents to monitor improvements
and continue to monitor best practices.
“We continually strive to provide the highest level of service to our
customers,” said Robb Auber, vice president of call center operations,
Atlantic Coast Media Group. “Nexidia Evaluate is the perfect solution to
provide visibility into agent performance, as well as the specific
information needed to give individual, effective coaching when needed. This
ensures top notch customer experience.”
Unlike traditional quality monitoring which is based on randomly selected
calls, Nexidia Evaluate analyzes agent activity across 100% of calls. It
leverages Nexidia’s ability to categorize calls, identify call drivers and
provide root cause analysis for problems occurring in the contact center.
Supervisors are able to select specific calls for individual, targeted
coaching and performance improvement. Additionally, Nexidia automatically
identifies calls that represent key corporate objectives, to ensure that
contact center initiatives are closely aligned with corporate strategy.
“Legacy quality monitoring only allows for random call selection, limited
agent evaluation and is not strategically aligned to company objectives,”
said Mike Hutchison, Vice President of Professional Services for Nexidia
Inc. “What is fundamentally different about Nexidia Evaluate is that it
empowers targeted, relevant coaching of agents to improve agent performance
as it relates to strategic goals. ACMG will see the benefits in superior
customer service and experience.”
About Nexidia
Nexidia provides customer interaction analytics solutions with patented
technologies and breakthrough applications that enable companies to drive
business transformation by capturing, making sense of, and using the full
range of communications they have with customers. As the traditional voice
of the customer expands from the contact center to include surveys, email,
chats, and even social media sites, Nexidia provides software and service
expertise to help companies synthesize this data into both a tactical tool
for operational improvements and a catalyst for strategic business
transformation. For more information, please visit http://www.nexidia.com.
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