Why Use Post Call IVR Surveys?

Overview

Post-call surveys help contact centers measure customer experience based on the interactions they have with the agents. It is always challenging for businesses to continue to deliver a delightful experience to their customers and contact centers are at the forefront and an important touchpoint for most businesses when it comes to customer interactions.

Measuring customer experience helps businesses discover opportunities to drive real change through continuous action. Post call IVR surveys provide an entry point in to listening to customers at the contact center touchpoint and drive change to improve the experiences over time and empower the contact center staff with real-time visibility of customer sentiment and feedback using the Customer Experience Journey widget for the voice channel. Additionally, it enables agents to track performance and trends using the Customer Experience Analytics widget and analyze KPIs.

Get a pulse of your contact center

Using post-call IVR, businesses can easily measure the pulse of their contact centers and understand how well or poorly the agents may be performing in their interactions with the customers.

Know which agents/teams are performing or not performing

Using the widgets available in Webex Contact Center, supervisors can dive deeper into the feedback data collected and slice it by various attributes to look at data cuts by agents, teams, or queue IDs. It becomes very easy to quickly identify at a glance which agents or teams are performing well and the ones that have room for improvement.

Monitor KPI trends

The ability to look at trends for metrics and KPIs allow supervisors to identify downtrends which become an early indicator for issues that require attention. On the other side, uptrends on metrics and KPIs serve as an indicator of the impact of any changes that are implemented.

Bring in the call transcripts and look at customer feedback in the context of interaction

Powered by Cisco AI, post-call AI transcripts enable word cloud for agent and customer transcripts that surfaces frequently occurring words in contact center conversations. This helps you quickly understand topics that your customers are talking about, and with this added context of the conversation transcripts, customer feedback can be understood a bit better.

Supervisors can get notifications for poor feedback or change in trends

Custom rules can be created to send notifications via email or to a space or person in Webex Teams whenever poor feedback is received for customer interaction. Additionally, changes detected in score trends can be captured and brought to a supervisor’s attention early.

Out-of-the-box widgets availabe in Webex Contact Center

Webex CC comes with 2 ready to use widgets that are wired up to bring the customer feedback data to the Agent Desktop.

• Customer Experience Journey (CEJ) - Displays all the past survey responses from a customer in a chronological list. This widget helps gain context about the customer’s past experiences with the business and engage appropriately with the customer. Customer Experience Journey is automatically activated when an agent engages with a customer through a call. An agent can view ratings and scores such as Net Promoter Score (NPS), and Customer Effort Score (CES) along with all other feedback collected from a customer using a post-call IVR survey.

• Customer Experience Analytics (CEA) - Displays the overall pulse of the customers through industry-standard metrics such as NPS, CSAT, and CES or other KPIs being tracked within Experience Management in a dashboard within Agent Desktop.

Import feedback data into visualization tool of choice

All feedback data can be easily accessed and downloaded to be used for data analysis and visualization. Data can be easily imported into any visualization tool of choice.

Key Features

• Post-call IVR surveys can be fully customized to suit the business requirements. Everything from questions to be asked to the audio prompts used for the questions can be easily customized in Webex Experience Management that powers the post-call surveys in Webex Contact Center.
• Customize dashboards for agents and supervisors that are visible in Webex Contact Center. Widgets can be easily customized based on the survey being run and the feedback data collected.
• Customers can be offered an option to opt-in before presenting the post-call IVR survey for GDPR compliance.

To get started with post-call IVR surveys, drop us a note at webexxm-support@cisco.com