Measuring Contact Center Customer Satisfaction

Watch the Survey Manager Demo!

Do you know what your customers are thinking? A poor customer experience using a contact center can put relationships and money at risk and lead to defections and loss of revenue. Studies show that only 5% of dissatisfied customers complain to the company about their contact center experience, while 60% leave and don’t return.

Survey Manager Features
By tightly coupling Survey Manager to Syntellect CIM, the survey becomes part of the customer interaction history in iVault. Close integration means that automated procedures can be invoked based on survey responses. System variables and interaction properties can become part of the survey. This integrated approach provides the best opportunity for soliciting real-time feedback, receiving immediate responses and enabling rapid follow-up. Features of Survey Manager include:

• Browser-based administration and reports
• Create, test and deploy multiple IVR and Web surveys
• Deploy a single survey to both Web and IVR together
• Define the survey start and end date, or specify the number of responses to collect
• Select survey questions from a library or create your own
• Define actions based on survey responses such as escalation to a manager or schedule a callback
• Review and monitor survey results via Survey Manager or Syntellect iVault
• Assign surveys to queues, queue groups, itypes or system values
• Define if the survey is to be conducted through agent initiation, callback or using e-mail
• Define custom scoring for each individual survey and question

Watch the video below to learn more about Syntellect Survey Manager. For optimal viewing please use Internet Explorer version 7 and above.

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