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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New white paper: How voice of the customer can transform performance in the contact centre

The landscape of customer feedback has changed dramatically over the last five years.

6 steps to building a successful Voice of the Customer feedback programme for agent reward and remuneration

In previous blogs I’ve offered my thoughts on how best to use Voice of the Customer feedback to create a robust framework for agent reward and remuneration.

5 ways in which Voice of the Customer can improve agent performance and motivate the team

Voice of the Customer is an extraordinarily powerful tool for managing service performance, improving process and even changing the culture of an organisation.

ServiceTick ranked the 288th fastest growing technology company in the Deloitte Technology Fast 500 EMEA 2014

ServiceTick ranked the 288th fastest growing technology company in the Deloitte Technology Fast 500 EMEA 2014.

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.