Enterprise CEM Software Leader Extends Contact Center Solution
Vancouver, BC – May 3, 2007 – ResponseTek Networks Corp. (http://www.responsetek.com), the leading enterprise Customer Experience Management (CEM) software vendor, today announced enhancements to its contact center solution.
ResponseTek:CEM Contact Center solution helps organizations achieve consistency and improve quality in their contact centers by adding the voice of the customer to day-to-day operations. Using this valuable, but often missing information, organizations with in-house and outsourced contact centers across the world can pinpoint which agents delight customers, identify which customers hang up as brand advocates or opponents, and quickly fix issues affecting customers.
Pinpoint where customer service failures happen
By monitoring each customer interaction from their customers’ perspectives, companies gain insight into which agents, teams, and contact centers exceed or fall short of customer expectations. ResponseTek:CEM maps thousands of customer interactions each day across even the most complex organizational structures to reveal which areas require attention. Companies using ResponseTek:CEM to monitor outsourced call quality have real-time information about how outsourced agents are representing their brand.
Understand customer experiences to identify what creates advocates
Knowing that a customer is a brand advocate is not enough. ResponseTek:CEM pairs traditional contact center metrics such as time-on-hold and call resolution with customer experience information to reveal actionable improvements that build customer advocacy, an indicator closely correlated with sustainable growth.
Quickly identify issues affecting customers
ResponseTek:CEM serves as an early warning system when the company’s brand is at risk due to product or service failures. The solution automatically alerts managers when a customer is at risk of churning or an experience metric such as customer advocacy falls below a set threshold. Using this information, companies can quickly resolve issues to improve customer experiences.
Empower front-line employees to improve service quality
Front-line employees are tasked with delivering the brand promise at every customer interaction, and yet they are often the furthest removed from business performance metrics. ResponseTek:CEM gives contact center agents real-time insights into how they are personally affecting customer experience and reinforces the behaviors that customers value, and ultimately drive advocacy.
“Successful companies realize that the contact center is a critical customer touch point with a powerful effect on how they perceive the business,” said Richard Sharp director of marketing at ResponseTek. “Our contact center solution drives quality improvement, as defined by the customer, by getting actionable information to the right people, in real-time.”
About ResponseTek
ResponseTek Networks Corp. (http://www.responsetek.com) enables Global 2000 firms to increase revenues and profits by building customer advocacy and reducing customer defection. The company’s on-demand Customer Experience Management (CEM) software helps organizations continually improve how they deliver their customer promise by driving the right information to the right people at the right time. Clients include Aon, T-Mobile, ntl, lastminute.com, WestJet, and Xerox.
