Assess. Analyze. Act. As the last person your customer talks to before deciding what to do next, your contact center agents are members of your front line. They play a critical role in whether a customer remains your customer. With SMG AgentTrack, we help turn customer interactions with your agents—phone calls, emails, chat sessions—into an opportunity to close the loop, improve satisfaction, increase efficiency, and create more loyal customers. We collect data at the point of contact so you can see how individual agents, full teams, and even entire centers are performing in real time. But more than that, we give you the insights and tools, like coaching reports and alerts, to elevate the experience at each level. And when you layer on SMG InForm—our digital comment card—you’re able to collect unsolicited feedback to keep an open line of communication and a closed loop on customer issues.
When we talk to your customers, they talk about your contact center agents. Knowledge, professionalism, and the ability to resolve issues on the first touch are at the forefront of creating a positive contact center experience. After all, your customers initiated the communication. They have something to say and are looking for someone to tell and, often, someone to help. That’s where AgentTrack comes in. Through insights and tools such as coach reports, we drive agent improvement so you can elevate the experience for your customers and inspire customer loyalty. AgentTrack is focused on targeted development at the individual agent level to create change across the higher team, unit, and company levels.
Our digital comment card, InForm, lets every voice be heard. While we can't ask every customer, every thing, every time, we can provide the opportunity for unsolicited feedback and unstructured data with each visit to your website. InForm offers an open channel for thoughts, opinions, requests, and complaints on both location and brand levels. Simple and intuitive, it encourages visitors to share their experience in their own words through open-ended responses. As part of your solution, we integrate the data into your reporting website for cross-channel analysis and a holistic view of customer insights, all in one place. Celebrate the positives, resolve the issues, close the loop, and keep the doors of communication wide open.
Belk combines omni-channel CX data to get a more holistic view of the customer