Evaluagent, an AI-driven platform specializing in quality management, customer experience (CX), and Voice of the Customer (VoC) insights, has introduced xMetrics—a cutting-edge suite of predictive VoC metrics designed to empower contact centers with proactive strategies for enhancing customer satisfaction and operational efficiency.
Building on the success of xNPS, which achieves an industry-leading 90% accuracy rate, Evaluagent’s latest innovation harnesses AI to anticipate customer behaviors, uncover actionable insights, and provide a data-driven foundation for addressing issues before they escalate. The xMetrics suite now includes:
- xRepeats (Expected Repeat Contacts): Predicts the likelihood of a customer making repeat contact, enabling businesses to identify and resolve process inefficiencies that impact customer satisfaction.
- xResolution (Expected Resolution Rate): Estimates first-contact resolution effectiveness, allowing teams to optimize agent training and allocate resources more efficiently.
- xVulnerability (Expected Customer Vulnerability): Detects at-risk customers even in the absence of explicit signals, enabling businesses to deliver tailored support.
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Unlike traditional contact center metrics that depend on low-response post-interaction surveys and retrospective VoC analysis, xMetrics provides predictive customer insights for every conversation. Contact centers can independently verify its accuracy using their own data, allowing them to shift from reactive problem-solving to proactive customer experience enhancement.
“The future of contact centers is going to be all about building the evidence base for action,” says Ben Cave, Product Director at Evaluagent. “xMetrics enables businesses to use these AI-powered insights to not only anticipate challenges and enhance service quality, but ultimately create an experience that retains and delights their customers.”