2

Real-time Voice of the Customer insight

Generate immediate and actionable multi-channel customer feedback.

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3

Track and benchmark Effort, NPS and CSAT

Collect customer-focused metrics and benchmark by touchpoint.

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1

Manage and improve agent performance

Use feedback for performance management and rewards.

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4

Enable pro-active customer recovery

Reduce complaints and win-back lost customers.

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4 common mistakes to watch out for when using customer feedback to measure agent performance

In an earlier blog I explored the five compelling reasons why customer feedback is a sound basis for measuring and managing agent performance.

ServiceTick Ranked Number 43 Fastest Growing Technology Company in the UK in the 2014 Deloitte Technology Fast 50

ServiceTick attributes its 600 per cent Revenue Growth to Innovative Technology and growing focus on customer experience.

5 questions that let you measure agent performance effectively

Last week I sang the praises of IVR surveys as the most effective means of gathering the customer feedback that allows you to measure and manage agent performance.

What’s the best way to gather customer feedback specifically for agent performance management?

I’ve written in previous blogs about how different survey types will produce different results.

5 reasons why customer feedback is so valuable in managing agent performance

In my last blog I identified technological advances and a cultural shift away from sales-based incentives as the prime drivers of customer feedback’s growing role in agent performance management programmes.