Data collected in the contact center is extremely valuable to an organization, providing insight into product and service offerings, brand messaging, and overall customer satisfaction. By listening to your customers and utilizing this feedback to optimize your offering, your company will become a differentiated brand and true market leader.
CEGURA delivers real-time, actionable and measurable intelligence through our Post-Contact Feedback Surveys, which allow our clients to gain valuable insight into the Voice of the Customer data and Customer Satisfaction scores. Our goal is to provide you with the tools and data to create improved, long-term relationships with your customer base.
Post-Call Survey Features
CEGURA’s automated Post-Call Survey Solution is a flexible, value-added tool that can be implemented quickly with immediate reporting results. In addition to the metrics you receive, your customers can also record voice comments to discuss their concerns, providing valuable insight that may have been excluded in a standard survey.
This customer feedback is not only of value to our clients, but also provides insight into our agents’ performance in creating a positive experience with your company. This data allows CEGURA to hold our team accountable to CSAT and KPIs, while also filling in any gaps in training and coaching to improve your overall account performance.
- Improved customer satisfaction and longer customer relationships
- Valuable Voice of the Customer data to improve client’s offerings and contact center operations
- Enhanced brand messaging demonstrates to your customers that you want and appreciate their feedback