Why You Should Invest in Enterprise Feedback Management Software

Written by KOVA Corp

As a contact center manager, you know that your center can’t succeed unless it’s truly customer-centric. From an engaged back office, to customer-focused leadership, to front-line agents who have the tools they need to keep your customers happy, the customer-centric contact center utilizes every aspect of its business to put customers front and center.

Another vital element of the customer-centric contact center? The ability to capture and analyze feedback from the people you’re serving.

Simply capturing feedback is a fairly easy proposition - after all, customers offer feedback all the time, whether on a phone call, through an email or text, via social media, or through a specialized area on your company’s website. And all these comments exist somewhere in your company’s database, on call recordings, in your email archives, etc.

But they don’t do you much good there, do they? If you were trying to find out what your customers thought about a specific product, for example, could you easily locate relevant comments on your call recordings and in any written archives? Could you share, in a meaningful way, the data you gathered with your colleagues and front-line agents?

If you’re answering no to either of these questions, you should look into Enterprise Feedback Management software. KOVA offers Verint’s Enterprise Feedback Management platform, which was recognized this past November by DMG Consulting, LLC for achieving the highest customer satisfaction rates among users.

What is Enterprise Feedback Management?

Enterprise Feedback Management (EFM) is software that companies use to gather data about their operations and practices from employees and customers. It includes features like survey authoring and deployment, the ability to share data in reports and dashboards, and workflows and permissions that make the product scalable to hundreds or thousands of users.

EFM developed out of more basic survey software, which lacked permissions and user roles. This made it difficult to use outside of a single department, as well as to ensure survey quality and protection of brand identity. This is because anyone who could access the software could author and deploy a survey.

EFM software first appeared in 2004, and was made popular by the firm Gartner in 2005. Since then, the software has continued to improve, offering more intuitive reporting functions, better workflows, and more. Perhaps most crucially, current software can capture data that comes across social media channels, as well as phone, email, SMS, and other channels.

How can EFM help your organization?

Let’s say you’ve asked your agents to up their cross-selling of a particular product. You’re getting middling results so far, and you want to know how you can help your agents increase their success.

There are several ways you could do this using EFM. For example, you could create and deploy a survey targeting customers who’ve been the objects of this particular cross-selling. When the data comes back, you could easily compile it, analyze it, and translate it into actionable intelligence that you could then share with your agents.

Another great possibility that EFM offers is the ability to integrate this software with Verint’s Voice of the Customer solutions like Text Analytics, Speech Analytics, and Customer Feedback survey software.

Using Speech Analytics, for example, you can analyze not only the words customers use but their tone of voice, pauses, and other subtle indicators of how they feel toward your company and the product they’re discussing. 

Text Analytics can offer you the same rich insight into your written messages, like chats, email, and SMS.

EFM also allows you to develop KPIs, and benchmark levels of customer satisfaction.

How can it help my employees?

Customers aren’t the only ones who can benefit from the implementation of Enterprise Feedback Management software. EFM is designed to give you a 360 degree view of your enterprise, which includes, of course, your employees. EFM can help you manage employee feedback programs as well as customer feedback initiatives.

If managed well, your employee feedback program can positively impact your customer satisfaction as well. Employees who feel respected and listened to will naturally feel a greater sense of ownership in their positions, and work harder toward making their customers happy.

Do you think your organization could benefit from Enterprise Feedback Management software? Contact us at KOVA today to learn more!

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