Roy here – in the last several years, many vendors I call end our conversation with a transfer to do a customer survey. Customer service is essential, but management seems to have a difficult time obtaining hard data. Without data, it becomes difficult for managers to measure performance. Now with SimpliFYI, gathering agent data is easy. Meaningful feedback to managers leads to better performance and more
Historically, our industry named these applications Interactive Voice Response systems or IVR. Soon, we hope they will be known as SimpliFYI. IVR applications had a high price and long development time. But now, with SimpliFYI, any customer can get performance analytics for less than the cost of a full-featured SIP phone and be installed in days not months.
SimpliFYI works in 3 easy steps:
1) An agent transfers a call to the authorized number.
2) SimpliFYI then asks the questions and documents the results.
3) Reports are delivered to management to drill down as needed to improve training, target marketing programs, and increase or decrease staffing.