evaluagentCX helps contact centers ditch unreliable customer surveys with AI-powered NPS

evaluagent, a global leader in contact center quality assurance and performance improvement software, is pleased to announce a leading-edge new feature coming to its award-winning platform evaluagentCX.

xNPS (Expected Net Promoter Score) has been designed to replace post-contact surveys with a generative AI-based result from every interaction. Requiring no historical data to get up and running, xNPS sets out to help contact centers achieve deeper, more accurate insights – waving goodbye to an average survey response rate of 3% and instead, generating a score from 100% of interactions.

Enabled with seamless one-click activation, xNPS is evaluagent’s first step on the journey to predictive analytics. This development paves the way to connect NPS ratings, along with other metrics and insights, to the automated QA workflows that surface must-monitor customer conversations.

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Further to highly positive in-house testing, evaluagent’s Product team will be getting evaluagentCX users testing the feature as part of an early access program.

Nadine Edmondson, Director of Product Marketing and GTM says: “The development of xNPS means evaluagentCX users will get a far more representative view of customers’ feelings, beyond individual agents’ performance. They won’t be limited to a small sample size of their audience anymore, enabling them to make more informed decisions, understand the pitfalls and opportunities, and use the analysis to drive positive impact across the business. We’re very excited about the potential of this feature and how these scores can then be connected to other insights within the platform, ultimately elevating our clients’ understanding of their customer experience.”

After years of managing contact centres and developing quality management solutions for blue chips and global outsourcers, we know how hard it is to consistently deliver great customer service in an environment of metrics, optimisation and repetition. We understand the frustrations of having to manage complex spreadsheets, interpret unwieldy management reports, and the struggle of using software that doesn’t really work. That’s why we created EvaluAgent; the multi-channel Quality Monitoring Platform that puts an end to spreadsheets, engages agents and helps deliver a compliant customer experience!

SOURCE: PRWeb