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workforce optimization

CXone ECHO

customer satisfaction surveys

Drive contact center performance
and improve customer satisfaction

NICE inContact CXone ECHO drives higher contact center performance and increased customer satisfaction with actionable customer feedback, immediately following an interaction. With a simple, web-based interface, flexible dashboards and customizable views, agents and supervisors can identify opportunities for improvement and self-coaching while top-performing agents can be recognized for their efforts.

workforce optimization 

Capture

Capture valuable
customer data

Recognize

Recognize and
reward agents
with ease

Empower

Empower agents
to self-coach

Improve

Improve NPS, CSAT
CES and other key
quality objectives

Share

Share valuable data
across the organization

Industry-leading customer feedback surveys

 
QM

Understand
customer
expectations

Receive timely, actionable feedback, directly from the customer, immediately following the interaction.

  • Gather unbiased customer insights
  • Immediate feedback
  • Retain "whole picture" context
  • Deliver surveys via voice, web, or email
 
QM

Improve the
agent
performance

Coach agents on areas of improvement and empower them to self-correct behaviors based on direct feedback from the customers they serve.

  • Eliminate misinterpretation
  • Funnel feedback straight from customer to agent
  • Proactively identify patterns in behavior
  • Reduce agent training costs
 
QM

Socialize
customer
feedback

Analyze data through flexible dashboards and adjust survey questions based on actual customer insight.

  • Target right survey questions
  • Flexible dashboards & reports
  • Simple, customizable survey design tools
 
workforce optimization
call center software demo

What are Customer Satisfaction Surveys?

Customer Satisfaction Surveys enables organizations to send customers surveys after an interaction with an employee. Contact Centers use this technology to obtain direct feedback from their customers; providing opportunities to improve the customer experience. This software should also provide reporting that comprises the results of the completed survey and the response rate information. Modern survey solutions should be part of Quality Management solution to ensure the feedback loop is complete – enhancing the coaching processes to improve agent performance and the customer experience.

customer satisfaction surveys

Related Products

Quality
Management


Screen and call recording,
agent self-evaluations,
automated feedback and
work flows.

Performance
Management


Inspire employees to
self-improve and align
with organizational goals.

Workforce
Management


Benefit from a
variety of forecasting
 options to meet your
business needs.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to a specialist

Call

Live chat with
a specialist

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Learn more about
our solutions

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