Contact Center Solutions Featured Article

 SkyCreek Corporation, a company which has been delivering enterprise-class customer IVR solutions and services and powering Interactive Voice Response (IVR) transactional surveys for eTouchPoint, has announced that it was chosen to conduct post-transaction, outbound IVR surveys for a large Fortune 500 wireline communications provider.

 

"We continue to demonstrate to large call centers the power of our solutions in collecting customer feedback and using the information to drive change at every level of the service chain," said Jack Fleming, vice president of Business Development at SkyCreek.

 

eTouchPoint is a company specializing On-Demand Customer Experience Management Services. Built on enterprise-level feedback and battle-tested in Fortune 500 environments, the company’s hosted CEM platform is stated to help large service organizations monitor, manage and improve millions of customer touchpoint performances consistently and accurately.

 

SkyCreek’s association with eTouchPoint for the SkyCreek/eTouchPoint program has cemented its commitment to high level of customer experiences, through the use of customer feedback, at an enterprise level. The program is aimed at improving operational effectiveness, and driving customer-centricity.

 

The SkyCreek/eTouchPoint collaborated program collects and delivers daily customer feedback on dozens of call center locations and thousands of frontline employees. Additionally, eTouchPoint's Web-based dashboards and scorecards, available to stakeholders at all levels of the service organization, show employee scores, trends, and rankings based on feedback provided by customers.

 

"Collecting and leveraging customer feedback is a difficult challenge for every service organization. Our end-to-end solution addresses these challenges by capturing valid, timely feedback from customers while providing the tools to influence agent behavior and retain at-risk customers," said Chip James, president of eTouchPoint.