Enterprise Feedback Management (EFM) solutions are more than just simple surveys, they are used for actively monitoring customer and employee feedback from all customer touch points such as calls, emails, text, desktop transactions, surveys and social media channels. EFM enables views into the customer journey, and can identify and improve internal business processes to optimize and provide a high level of customer satisfaction, or discover sales opportunities, liabilities, and business intelligence.
EFM, however, requires technical abilities to:
a) Capture all data from all channels, such as structured and unstructured data (text, voice, SMS), and solicited and unsolicited input (such as social media).
b) Perform analytics on all different types of media collected from those channels, including audio, speech, text, email, surveys, screen-based transactions and social media.
Furthermore, EFM demands to provide the capability to view the tiered information (data, unified information, and actionable-predictive-prescriptive information) in a holistic and universal form in order for users to immediately see and easily understand what they have been looking for. This information now becomes a valued enterprise wide asset, not, for example, only a contact center, or other business unit performance or productivity tool.
OnviSource supports a true Enterprise Feedback Management solution through its multichannel capture-evaluation, called OnviForce™, and a universal view management, called OnVision™. Capturing data from multiple OnviSource platforms presents a complete view of the customer experience. The data is then analyzed for process improvements, trending detection and associated alerts, customer journey, and sharing of results through real-time, multi-channel analytics, automated actions, and dashboard and other types of enterprise reporting.
Re-defining customer feedback concepts.
Publish Date: October 21, 2015 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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