CX Index has developed its own proprietary case management system. It offers:
The result? Business focussed outcomes including:
Case management is part of the core CX Index functionality.
Your case management charts allow you to identify underlying trends in your cases. Identify how many you have of:
You can also customise when a case triggers an alert.
Yes, you can. Choose the Agent drop-down and select the agent to view their individual performance.
e.g. someone provides feedback that contains an NPS of below 7, create a rule to trigger a case alert.
A case alert is a system alert that can go either to the agent, or their manager, or both.
In an ideal world, you're looking to see a reduction in customer alerts over time.
Customer alerts allow you to identify the issues causing cases. Over time, you're looking to create a downward trend in cases created. If you're not seeing a downward trend, you'll want to drill into the data to understand why that's the case.
You can create cases out:
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