Contact Centre

There are sources of information that make up a customer profile, and that accounts individual interaction with the organisation. Our approach is designed to pull this all together to gain insight so you can take action as early as possible.

Integration

Integrating internal and external sources are brought in to complete a wide scope

  • Ticketing systems
  • CRM systems
  • Social Media
  • Forums & Blogs
  • Emails
  • Surveys

Analytics

Using this platform, the data can then be analysed for the key issues, trends, and metrics

  • Why/how did the customer contact you?
  • What were the common issues?
  • How well/quickly was it resolved?
  • How many closed issues were re-opened?

 

Customer Feedback

As can be seen above, there are a number of opportunities to gather customer feedback. This can be gathered in a variety of formats including: email, web surveys, and SMS. This feedback can be fed into our system during the number of intervals and can be used to continually shape and reform the service offering.

Retention and Growth

Displayed briefly in the improvement model, Dexter intelligence can create a proactive environment for retention and growth.

  • Utilise risk analysis.
  • Receive ‘lost notifications’ and understand why? Where? Who?
  • Growth; identify new opportunities using the unique one view of the industry
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