How PHT Corp quickly improved contact center efficiency
In the spirit of setting 2015 off on the right foot, here’s a fantastic case study webinar on the future of integrating customer feedback into your call center. Watch the webinar recording here: PHT Corp & Clicktools work together to improve contact center efficiency.
Why to Watch: Quick Summary
Our friends at The International Quality and Productivity Center (IQPC) recently hosted a webinar featuring our customer, PHT Corporation, discussing how they now better understand and serve customers using Clicktools surveys integrated with Salesforce. In the words of webinar presenter, Adam Kitzis, Manager, Business Systems, PHT Corporation: “We needed to understand what people were thinking about PHT right after they got off a contact center call.”
Prior to using Clicktools, the company was successfully responding to and resolving a large number of customer calls. However, they felt they could improve their insights on why cases were closed and in some instances, why they were reopened. They implemented Clicktools to solve this problem and began integrating direct customer feedback from Clicktools surveys into Salesforce, rather than relying solely on agent notes.
The end results, in a very short period of time, were improved CSAT scores and the ability to resolve customer issues more effectively than before. In addition, they established new baselines for NPS and developed swifter ways to act on scores. PHT took advantage of native Saleforce dashboards to see Clicktools survey results on a daily basis and set up workflows ensuring that individual customers (especially unhappy ones) were attended to until completely satisfied. The company looks forward to expanding the solution to improve customer satisfaction and experience in the marketing and training departments.
Sounds pretty compelling, doesn’t it? Watch the webinar for the full story.