Survey 360 - Overview
[Survey Demo..] [Demo Dashboard..] [Case Study..]
Survey 360 has at its heart our ISE software suite that provides real-time surveys across all media channels - a key enabler for real-time contact centre management.
The process is simple:
- Customer consents to taking part in a survey.
- Customer specifies media preference.
- The survey is sent to the customer.
- Advisor closes the call as normal and completes a survey to record his or her experience of the call. The results of the three perspectives of customer experience are displayed on real-time dashboards on the advisors PCs within 15 minutes.
Click here to see Survey 360 in action
Insight Now are the only integrated solution provider that:
- Provides 360 degree feedback from three perspectives: customers, advisors and managements (e.g., team leaders, trainers, coaches, quality managers etc.). Calls are linked to ensure that scoring is done on identical calls).
- Has been designed fundamentally as an enabler to optimise:
- Customer experience.
- Employee engagement.
- Internal process efficiencies.
- Provides real-time feedback to advisors via dashboards, on how their service is being scored by:
- Their customers.
- Their team leaders.
- Vs their own perceptions.
- Provides a change management dashboard to monitor the impact on customer experience and process efficiencies from a variety of initiatives, projects or programmes. This closed loop functionality provides managers with the information required to assess the effectiveness of any initiative or change programme.
- Supports comparative benchmarking of customer experience across sites, companies or industries.
Download the Survey 360 brochure in pdf format.
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