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Drive contact center performance
and improve customer satisfaction
NICE inContact CXone ECHO drives higher contact center performance and increased customer satisfaction with actionable customer feedback, immediately following an interaction. With a simple, web-based interface, flexible dashboards and customizable views, agents and supervisors can identify opportunities for improvement and self-coaching while top-performing agents can be recognized for their efforts.
Improve NPS, CSAT
CES and other key
Share valuable data
across the organization
Industry-leading customer feedback surveys
Receive timely, actionable feedback, directly from the customer, immediately following the interaction.
Coach agents on areas of improvement and empower them to self-correct behaviors based on direct feedback from the customers they serve.
Analyze data through flexible dashboards and adjust survey questions based on actual customer insight.
What are Customer Satisfaction Surveys?
Customer Satisfaction Surveys enables organizations to send customers surveys after an interaction with an employee. Contact Centers 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.
Screen and call recording,
automated feedback and