Interaction Metrics Deliverables

6-Sigma: A Proven Model

To ensure the most efficient performance testing and optimization approach, we've adapted the 6-Sigma, DMAIC model. Enlarge

Customer Effort Score | CEM

Customer Effort Score: How difficult is your customer experience?

Are you providing white glove customer service? Or do your customers have to huff and puff just to be noticed?

Vital Comparisons

Customer Service Benchmarking: How excellent is your customer service?

Listen to audio examples so you know what your competitors are saying and how you stack up against other benchmarks.

Become More Productive

Customer Service Productivity Analysis: Maximize customer service ROI

You'll get the most detailed conversation analysis, leaving no stone unturned. Enlarge

Detailed Score Breakdowns

Your score broken down in ways that matter

Get criteria and definitions customized for your company and industry. Also, your scores will be broken out so you can see where to invest the most energy. Enlarge

Lots of companies provide colorful charts and graphs. But how accurate is the data? And is it supported by the nitty gritty details? With us, every chart is backed by the most precise and focused analysis.

Persona-Driven Secret Shops

Does your frontline adapt to varying customer needs? To expand testing and gauge personalization, we've upgraded secret shopping with a persona-driven approach. Enlarge

Customer Service Branding

Zappos' CEO Tony Hsieh says, "Customer service is a branding tool." We take that a step further by showing you exactly how to brand even the most complex interactions.

Opportunities Quantified

Get an evidence-based approach that quantifies lost revenue due to agent failure.

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