WEM Aspect
Supervisor-facing quality monitoring surveys
Improve team performance with Nextiva Contact Center’s tailored surveys. Enhance quality management and supervisor feedback efficiently.
Raise awareness of CX at every level.
Cost Savings with Built-in QM
Implementing built-in QM surveys saves enterprises $50–$75 per month per supervisor compared to integrating third-party solutions.
Efficient Interaction Retrieval
Global search capabilities allow supervisors to easily locate specific interactions using filtered criteria, streamlining the review process.
Streamlined QM Processes
Dynamic scripting in QM surveys leverages advanced logic flow to improve survey completion and enable email and database updates.
Secure Data Handling in QM
AI-based data redaction in QM surveys masks sensitive information such as PII and credit card details, maintaining data integrity and compliance.
Close the loop on customer feedback.
Efficient Retrieval
Efficient Multitasking
Privacy protection
Efficient Retrieval
Efficient retrieval of customer information is a cornerstone for successful contact centers. Nextiva’s platform streamlines this process, allowing agents to access client data quickly. This capability not only speeds up response times but also enhances the overall customer experience. By having immediate access to a customer’s history, preferences, and previous interactions, agents can provide personalized service. This approach leads to higher satisfaction rates and fosters loyalty.
In the context of unified customer experience, efficient retrieval plays a pivotal role. It ensures that every touchpoint with a customer is informed and cohesive. Whether a customer interacts through phone, email, or live chat, the information available to agents remains consistent and up-to-date. This uniformity is key to building trust and maintaining a positive relationship with customers across all channels.
Nextiva’s tools are designed with the needs of contact centers in mind. They support a seamless flow of information, making it easier for agents to retrieve and utilize data effectively. This not only benefits the agents by reducing their workload but also positively impacts the customer’s experience. Quick and informed responses make customers feel valued and understood, which is essential in today’s competitive market.
Efficient Multitasking
Efficient multitasking in a contact center is key to managing a high volume of customer interactions without sacrificing quality. Nextiva’s contact center software supports this by allowing agents to handle multiple chats simultaneously. This feature not only boosts productivity but also ensures that customer wait times are reduced.
With the ability to manage several conversations at once, agents can provide timely responses across different channels. This aspect of efficient multitasking is crucial in today’s fast-paced service environments. It allows for a smoother flow of information and quicker resolution of customer queries.
Furthermore, Nextiva’s contact center software integrates with various business tools. This integration streamlines processes, making it easier for agents to access customer data and history across platforms without having to switch between applications. This seamless access supports efficient multitasking, enabling agents to deliver personalized service efficiently.
Privacy protection
Privacy protection in contact centers is a top priority. Nextiva ensures this through advanced security features. These include encryption of calls and data, safeguarding information from unauthorized access. This is crucial for maintaining customer trust and complying with regulations.
Nextiva’s privacy protection tools also allow for the customization of access controls. This means that only authorized personnel can view sensitive information. It’s a way to further secure data and prevent leaks. For businesses, this level of control is vital for internal security management.
Moreover, Nextiva’s approach to privacy protection supports compliance with global standards. This is important for contact center providers operating in multiple countries. Adhering to these standards helps avoid legal issues and fosters a safe environment for customer interactions.
Nextiva powers 1 million+ users and billions of interactions annually.
See how Nextiva can help your business deliver exceptional experiences as you engage, market, sell, and service.