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Aesbus leverages and customizes transformative technologies with your enterprise Customer Experience (CX) goals, Customer Service Excellence drivers, and business requirements in mind.
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Contact Center Key Performance Indicator (KPI) Evaluations regarding Customer Service quality include agent performance assessment, agent skills improvement training, agent coaching, and first-contact resolution metrics across voice and chat engagement channels.
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KPI MONITORING &
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PRIORITY #1: CUSTOMER EXPERIENCESTART WITH KPI METRICS & CUSTOMER-INTERACTION QA EVALUATIONS. Today’s leading contact centers view Key Performance Indicator (KPI) metrics more holistically, with Customer Experience (CX) driving the stats that really matter.
To be successful, CX organizations have to track the effectiveness of their customer-interaction Quality Assurance (QA) metrics, interpret the results, and then take the appropriate action. Third-party customer-interaction QA evaluations monitoring and real-time reporting can help drive informed decisions and action on the ground. |
CUSTOMER-INTERACTION
CUSTOMER EXPERIENCE (CX) QA EVALUATIONS SERVICES Aesbus offers Customer-Interaction QA Evaluations Services along with a customizable Customer-Interaction QA Business Intel platform that lets Customer Experience (CX) Center executives, managers, supervisors, and agents work together in a virtual data hub — right where the data lives, with real-time data dashboards and business intelligence reporting. |
CALL-QUALITY BUSINESS INTEL
For Customer Experience (CX) metrics to work, business goals must come first. The customizable Aesbus Customer-Interaction QA Business Intel platform makes it easy for you to define and align QA performance metrics with your business strategy and goals, to drive behaviors for Customer Service Excellence.
The Customer-Interaction QA Business Intel platform includes data dashboards that help agents, supervisors, managers, and executives make informed decisions that guide positive change to drive Customer Experience (CX) Excellence.
The Customer-Interaction QA Business Intel platform includes data dashboards that help agents, supervisors, managers, and executives make informed decisions that guide positive change to drive Customer Experience (CX) Excellence.
Design KPI SCORECARDS Create Key Performance Indicator (KPI) evaluation templates based on your business metrics, KPI questions, pass/fail criteria, and more. |
Calibration EVALUATIONS Create and manage customer-interaction QA evaluations, calibration of evaluation KPI questions, and evaluators — across different location sites. |
Insights DASHBOARDS Display visualizations of KPI data to help you better analyze performance data, examine patterns, and gain valuable insights — across different location sites. |
Reports REAL-TIME DATA Select KPI data timelines, metrics, centers, and more to generate real-time comparative or executive intel reports — across different location sites. |
Self-Development AGENT COACHING Correlate KPI data to agent coaching tips/pathways for agent self-development, leading to renewed self-confidence and improved customer service. |
GET UNBIASED METRICS.The customizable Aesbus Customer-Interaction QA Business Intel platform helps support your efforts to create a culture of continuous improvement with third-party monitoring of customer-interaction QA evaluations and a Web platform for creating and managing QA evaluations and reports.
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PROGRAMMING NOT REQUIRED.
GREAT TOOLS. The Customer-Interaction QA Business Intel platform allows you to adapt it to fit the processes you use on a daily basis. This Web-based platform gives you the flexibility you need without adding an extra level of complexity. It is easy to set up, use, customize, and maintain.
It's designed to work within your contact center's technology infrastructure and customer support processes. THIRD-PARTY UNBIASED MONITORING.
IIMPARTIAL. As a third-party and unbiased service provider, Aesbus focuses on monitoring and reporting on the QA performance metrics that are important to you — with total impartiality.
By identifying and tapping into these powerful metrics via the Customer-Interaction QA Business Intel platform, you gain actionable insights into your Customer Experience organization's performance. Drop us a line via email at: [email protected]
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