Call Center Software Featured Article

Corsential Launches Modified Version of Insight and Action Portal

By Narayan Bhat
TMCnet Contributor

Corsential has unveiled a modified version of its flagship customer feedback reporting platform, Corsential Insight and Action Portal, having integrated it into a customer experience program.

The platform is a cloud-based online tool that provides deep insights into the positive and negative aspects of customer experience while recommending steps to improve relations.

The Canadian company says the enhanced version offers greater ease of use as it is fully configurable with an organization’s internal structure, helping to track and report on several customer experiences.

More importantly, it delivers email notifications directly to staff, identifying positive service areas, as well as customers who are likely to defect, enabling timely and effective service recovery.

Through correlation and statistical analysis, the tool identifies areas or business lines in need of improved customer service, highlights training and coaching opportunities for specific products or service offerings, and prioritizes actions needed to drive targeted and tangible improvements in customer experience and employee performance.

Moreover, it provides additional insight into the customer experience for coaching and learning.

The company says customer experience management is not just about measuring numbers, but a process of being accountable with focus and determination.

Corsential offers both consumer and B2B customer experience management solutions, in addition to staff training, text analytics and high quality data collection.