|
|
|
|
 |
|
|
 |
Measure and increase customer satisfaction with multi-channel insight from interactions
Customer experience has a considerable impact on business performance. While positive customer experience fosters loyalty and increases customer lifetime value, negative customer experience leads to customer churn and lost revenues. NICE Customer Experience, a solution powered by NICE Interaction Analytics, empowers organizations to gauge customer experience and identify the root cause of customer dissatisfaction. The solution leverages technologies such as speech analytics, emotion detection, call flow analytics and text mining to identify and highlight customer satisfaction levels. The NICE Customer Experience solution automatically measures various customer experience-related key performance indicators (KPIs) and presents them in a clear and concise dashboard format.
NICE Customer Experience Dashboard
Once customer dissatisfaction is identified, the solution offers comprehensive root cause analysis to uncover the main drivers of customer dissatisfaction. These drivers can be related to products, services or inefficient processes within the organization. Drilling down and playing individual calls offers additional first-hand insight into the customer’s experience. The solution also calculates agent scorecards that reflect agent performance across various customer experience metrics.
By leveraging the valuable customer insight gained from the NICE Customer Experience solution complemented by NICE Customer Feedback, organizations can improve customer satisfaction and reduce customer churn.
Customer Experience Trend Report
Business Benefits:
By analyzing customer interactions, NICE Customer Experience offers a powerful contact center solution to accurately measure customer experience and find the root cause of customer dissatisfaction.
- Accurately measures and improves various customer experience metrics such as transfers and escalations
- Provides a holistic view of the customer experience across multiple touch points such as email or chat interactions that are escalated to a phone call
- Increases customer retention and fosters loyalty
Capabilities:
The NICE Customer Experience solution provides companies with effective tools to measure, understand and improve customer experience.
- Identify and measure customer dissatisfaction across calls, emails and chats
- Identify and measure customer escalation requests
- Find root causes of customer dissatisfaction
- Identify agents that contribute to customer dissatisfaction
- Integrate with NICE Customer Feedback to leverage customer survey data
|
|
|
|
|
|
