|
|
 |
 |
|
Learning from the past to improve future service is critical to keeping your customers satisfied. The Team
Collaboration Analytics module provides the tools needed to continuously measure, optimize and improve all
aspects of collaborative problem resolution including state management, team performance and adherence of
team members to service level agreements. You can track performance on key indicators such as incident
volumes, resolution time, customer satisfaction rating, individual activity, and group activity levels.
Real-time monitoring
With access to all open support issues, ePeople Teamwork 4.0 lets you monitor the real-time performance of
your support team. Support managers can review open issues, monitor transcripts and events, and join team
workspaces as needed. Managers can use this tool to act as mentors or supervisors for junior support analysts
as well as to verify quality standards.
Service feedback
Service feedback provides you with immediate input on the performance of your collaboration teams to ensure
that service quality and customer satisfaction goals are being met. And if they are not, it provides you with
the tools to take corrective action. A transactional customer survey on each resolved issue captures customer
satisfaction ratings. This information provides valuable feedback and identifies areas for further training
and improvement.
Business analytics
Tracking operational and organizational performance on a variety of levels is crucial to understanding where to
focus your efforts. ePeople gives you the ability to review standard support metrics at the organizational level,
team level, by product line, and by customer.
To learn more about Team Collaboration Analytics, contact ePeople or tour our product.
|
|
