Unlock the full potential of your contact centre operations with CyRecord Insights and CySurvey — a powerful combination designed to enhance agent performance, improve customer satisfaction, and provide actionable data for workforce optimisation. Together, these tools empower you to deliver exceptional customer experiences and drive team success.
CyRecord Insights: Unlock the Hidden Value in Every Call
Every call is packed with information that can shape your customer experience and improve agent performance. With AI-powered CyRecord Insights, you can analyse every conversation and extract actionable intelligence effortlessly.
Key Features:
- Comprehensive Call Analysis
AI-powered transcription of every call, complete with keyword identification and sentiment analysis. - Real-Time Sentiment Indicators
Visual sentiment markers (red for negative, green for positive) highlight key moments in conversations. - Integrated Reporting
Insights are seamlessly integrated into CyReport and CyDesk for detailed tracking and historical analysis. - Agent Performance Metrics
Evaluate agent adherence to scripts and identify areas for improvement with precision metrics. - Customer Experience Optimisation
Identify service issues, monitor trends, and gain actionable insights to enhance satisfaction.
CySurvey: evaluate agent performance in real time
CySurvey empowers you to capture customer feedback and evaluate agent performance in real time. It provides the tools to design surveys, measure customer satisfaction, and create meaningful agent assessments—all in one app.
Key Features:
- Customisable Surveys
Build surveys with diverse question types like Yes/No, Smiley Faces, Net Promoter Score, and text input. - Customer Satisfaction Tracking
Automatically send surveys via email or SMS after every call and analyse customer feedback. - Agent Rating and Assessment
Display customer ratings directly in agent interaction history, enabling supervisors and agents to review feedback. - AI-Driven Automation
Automate agent ratings and call attribute collection with AI, matching feedback to specific call criteria. - Unified Reporting
View survey results in the integrated call journey, management dashboards, and reports history. - Empower Agent Development
Use customer feedback to coach agents, build their confidence, and improve their skills.
The Perfect Combination for Workforce Optimisation
When CyRecord Insights and CySurvey are used together, they provide a comprehensive, data-driven approach to workforce optimisation:
- 360-Degree Agent Performance Analysis
Analyse agent performance holistically with CyRecord's call insights and CySurvey's customer feedback. - Data-Driven Coaching
Use AI and feedback to identify skill gaps, deliver personalised coaching, and track progress. - Boost Customer Satisfaction
Gain actionable insights from real-time sentiment analysis and customer survey responses to improve service. - Streamlined Operations
Integrate call analysis, surveys, and reporting into a single platform for maximum efficiency. - Automated Intelligence
Leverage AI to automate processes, saving time and ensuring consistent, reliable data for decision-making.
Why Choose Cytrack for Workforce Optimisation?
- All-in-One Solution: Integrates call insights and customer feedback in a single, easy-to-use platform.
- AI-Driven Precision: Automate complex processes and gain accurate, real-time data.
- Empower Your Team: Develop agents with targeted training and actionable feedback.
- Enhance Customer Experience: Leverage insights to improve satisfaction and build loyalty.
Transform Your Contact Centre Today
Empower your agents, streamline your operations, and deliver exceptional customer experiences with CyRecord Insights and CySurvey.
Contact us now to learn how we can help optimise your contact centre workforce and drive your success!