Envision Announces Customer Survey Capability, Which Enriches Voice of the Customer Analysis

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Feedback Surveys Compared to Agent Evaluations of a Customer Interaction Provides Full-circle Data to Expand Analysis of the Customer Interaction

One of the most important ways to get a true indicator of how a customer felt about their interaction with a company is to ask them...

Envision (http://www.envisioninc.com), a leading provider of software that transforms customer relationships, today announced that it has expanded its offerings to include a complete customer survey package, which brings customer feedback into the data mix to get a complete picture of Voice of the Customer.

Envision offers a complete service to capture the right data that best meets a business’ needs, including live phone surveys and e-mail surveys conducted within a specified time frame. The data collected from these customer surveys can be compared to the evaluated interaction so you get an accurate account of what’s happening.

The Envision survey capability includes:

  • Flexible data collection is available, either conducted via live phone conversations or e-mail interactions, depending on the business needs within an agreed-upon timeframe.
  • Internal evaluation and external survey sync compares the feedback from the customer to the specific agent evaluation form on the original customer interaction, which allows businesses to gauge the accuracy of the evaluation to the customer feedback, and supervisors to take quick action to remedy any discrepancies.
  • Net Promoter Score can be obtained from surveys, which is the likelihood of whether or not a customer recommends a business to a friend or colleague—an important measurement in the overall success of an organization.

“One of the most important ways to get a true indicator of how a customer felt about their interaction with a company is to ask them,” said John Rake, director, product management, Envision. “We take this one step further to connect the original evaluated interaction to the customer feedback survey so businesses can either validate that the interaction went well or determine if there is a discrepancy that needs to be addressed.”

The customer survey capability is available now.

For more information about how to utilize this service, visit http://www.envisioninc.com/solutions/customer-surveys.

About Envision
Since 1994, Envision has been providing solutions to optimize organizations by turning data from customer communications into action, which makes an intelligent impact on your business and leads to exceptional customer experiences. Data from phone, e-mail, chat and social media interactions can help quickly identify trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions to optimize your workforce with our integrated, web-based solution, which includes voice of the customer analysis, performance management, desktop analytics, speech analytics, compliance recording, quality management, workforce management and coaching and eLearning. For more information, visit envisioninc.com.

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