Contact Center Solutions Featured Article

Vertex Taps Insight Now for Contact Center Tracking

November 20, 2008

Insight Now has been awarded a contract to provide Vertex, a global business process outsourcer and IT services company, with a suite of software to enable real-time tracking of customer experience and first call resolution within its contact centers in the UK.
 
The vendor specializes in using real-time customer experience and employee engagement surveys to optimize service delivery and business performance. The company was selected based on the fit of its product to the requirements set out by Vertex (News - Alert), including the ability to offer surveys via all media channels and to capture the customer, agent and team leader perspectives of each call being surveyed, Vertex officials say.
 
Vertex has identified one of its clients to be an early adopter, and is currently rolling out the new Insight Now product. The Vertexians say they intend to “socialize” the new service product “progressively to its other clients and prospects in the near future.”
 
In practice, client customers contacting Vertex-managed centers are given the opportunity to rate various aspects of the service they have received using Web-based, Interactive Voice Response and mobile phone technology. Responses are analyzed and the results sent to the advisor, their team leader and senior management.
 
Insight Now sells real-time measurement of customer satisfaction, First Call Resolution, and employee engagement services, described by company officials as “enabling businesses to pinpoint gaps in service delivery and staff motivation.”
 
One twist is that instead of bombarding agents with just managerial feedback, the Insight Now product allows feedback “showing satisfaction levels as judged by their customers, their team leaders and against their colleagues.”
 
Hence, Insight Now officials believe, agents and team leaders “together see vital performance data, generated by our proprietary Web-based Integrated Survey Engine presented on ‘live’ dashboards and via any contact platform: Web, mobile or IVR.”
 
The company claims the delivery of this information “requires no additional investment in IT” as well.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!