Confirmit, a customer experience solutions provider for voice of the customer (VoC), voice of the employee, and market research, has unveiled Confirmit FastTrack for Contact Centers, enabling businesses to implement VoC programs to see their contact centers through the eyes of their customers. Insights are combined with operational metrics to help drive improvements in contact center performance.
FastTrack for Contact Centers is a comprehensive customer feedback solution for capturing relevant feedback, role-based dashboards for driving insightful decisions, and real-time case management for triggering immediate alerts.
"According to a global Deloitte study, 62 percent of organizations view customer experience provided through the contact center as a competitive differentiator," said Terry Lawlor, executive vice president of product management at Confirmit, in a statement. "A best-in-class contact center is a strategic business asset with the power to create and preserve long-term customer relationships. We've spent years working with some of the world's leading businesses to deliver great VoC programs, and we are excited about the opportunity to help companies apply VoC best practices to their contact centers more quickly and efficiently than ever before."
Companies can integrate FastTrack for Contact Centers with key business metrics. This combined insight will provide a holistic view of contact center performance, customers at risk for churn, potential up-sell/cross-sell opportunities, and key areas where staff training might be required.
With Confirmit's FastTrack for Contact Centers, companies benefit from the following:
- Seamless integration with internal business systems, such as CRM or financial data;
- Fully automated customer surveys designed specifically for call centers and configured to complement the company brand image;
- Real-time, role-based reporting; and
- Immediate alerts for issues such as dissatisfied customers, overdue issues, opportunities for product cross-sell, and potential customer churn.