ResponseTek Links Customer Satisfaction Measurement to Staff Performance Management and Compensation with Winter ’10 Release

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On-demand store reports and score dispute management workflow highlight the latest retail offering from leading actionable market research software vendor.

With ResponseTek:CEM, organizations of any size can gather transactional customer feedback and link it directly to individual employees to drive front-line customer experience improvements.

Leading customer experience management (CEM) software vendor ResponseTek has extended its on-demand voice of the customer software suite to help companies improve sales and service performance by linking front-line customer satisfaction metrics to compensation.

Through its work with leading global retail organizations on customer satisfaction measurement, ResponseTek found that traditional customer experience research was too expensive, and could not easily be linked to individual employee performance. With its latest quarterly software update, the company has extended ResponseTek:CEM to measure the performance quality of sales and services teams in call centers and retail environments.

The Winter ’10 release includes dispute management tools, customer experience scorecards and reports, and data management tools to engage and align sales and service organizations, creating transparency around customer management performance. With ResponseTek:CEM, organizations of any size can gather transactional customer feedback and link it directly to individual employees to drive front-line customer experience improvements.

“As the customer experience revolution continues we are seeing industry leaders recognize the need for linking customer satisfaction to compensation programs as a means to strengthening their competitive advantage,” explains Syed Hasan, CEO at ResponseTek. “These kinds of companies are quickly realizing that the key to success is building programs that employees embrace rather than fight. Our new release builds on our existing call center and retail capabilities and integrates critical tools such as dispute management which are key to the success of any satisfaction based compensation program”.
For more information on ResponseTek and the Winter ’10 Release of ResponseTek:CEM, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek

ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including AAA, Aon Corporation, HSBC, and Sabre. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

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Gord Elder
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