Performance Analytics

Create a consistently positive customer experiences

Identify process gaps and fine-tune agent performance

Great customer service starts on the inside. Enabling fluid access to tools and empowering agents with the timely information is key to enhancing the agent journey, in turn leading to positive customer experiences.

So, how can an agent create a positive customer experience?

Our experts take a two-fold approach to agent and customer success. On the one hand, we leverage industry-leading processes to pinpoint gaps and drive process and performance improvements. On the other, we use interaction analytics to identify and eliminate people-related issues, making every agent more efficient and effective, and every customer interaction a more positive experience.

#ResultsMatter

North American Retail Co.

Financial Holdings Firm

US-based Fortune 500 Health Plan

How we do it

Inefficiencies stem from tools, process, and how people interact with each. It’s imperative to holistically identify and address both sets of issues to maximize impact. That’s exactly what we do. Our two-pronged approach blends process reengineering with performance analytics to understand the interplay of processes, agents, and tools, identify gaps, and positively impact CX.

Leverage CMMI, Six Sigma, TQM, TQL to improve processes
and quality

Tap into metrics such as average call time, AHT, answering time, hold time, and transfer time, to provide targeted feedback, coaching, and training

Driving continuous performance improvement:
Our unique methodology

What sets us apart

Skilled agents, automation, AI, and digital-first support solutions, including our proprietary SupportPredict Self-Serve Platform and Knowledgebase, to personalize experiences and accelerate path to resolution

Over 30 years of CX experience across multiple industries

KPI-driven delivery for consistent and measurable quality and exceptional CX

Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together

End-to-end expertise across hiring, training, operational execution, and workforce management

Industries we serve

Healthcare

Fast Growth Technology

Retail

Banking, Financial Services & Insurance

Media

Telecom

Awards & recognition

We have been recognized a leader across all aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX