Contact Center Feedback Solutions

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Does your contact center measure up? In today's global economy, customer service is a competitive advantage. To ensure long-term customer retention and loyalty, it is absolutely critical to measure the performance of every contact center to offer the best customer experience possible. We can help you get there. How can Enterprise Feedback help me?

First hand experience

"Within nine months of implementing GMI's online satisfaction measurement solution, we improved overall satisfaction with our Customer Support by 16% across our nine North American contact centers. The custom reporting that GMI helped us put in place has become the most-used and most-valued service quality measurement tool across Expedia's support network, providing a far more powerful view of the customer than any other quality measures previously used."

Manager, Customer Experience

Contact Center Feedback advantages

Meet your specific customer intelligence needs with GMI's automated enterprise Contact Center Feedback Solutions.

Customer Feedback Workflow

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With our Contact Center Feedback Solutions, you can:

• Gain early insight into customer satisfaction indicators
• Drive continuous improvement efforts and monitor results with real-time online dashboards
• Leverage real-time balanced performance scorecards to coach agents, workgroups and other geographic teams
• Link survey responses to any back-end data, such as contact center, agent name and case ID
• Respond to dissatisfied customers in real time
• Complement other technical and quality performance metrics
• Share reports with peers and your executive team over a flexible, secure, permissions-based online report portal
• Turn your contact center into a true contributor to the organization's bottom line

Integration with third-party applications, such as CRM, business intelligence and campaign management is also possible.

Reporting features

Reporting features include:

• Secure online report access for multiple users
• Segmentation by contact center or other attribute
• Overall score reports using customizable metrics
• Individual agent-level reporting
• Trend reporting
• Key driver chart
• Bar, pie and line charts
• Response rate reports
• Verbatim comments
• Flexible filtering
• Custom online and offline reports available upon request
• Offline Executive Reporting
  • Executive summary report
  • Top-line summary
  • 10-2-10 report