SMILE.CX OPERATIONS
CX Value
Boost agent performance with KPI-driven actions.
Call center service indicators are easy to measure, but don’t always align with your business goals. Operational KPIs focus on efficiency and may not directly reflect customer value. Tracking metrics like call response times or Average Handling Time don't capture NPS or ARPU targets.
Introducing CX Value, a software tool developed by Covisian that integrates contact center KPI objectives, aligning them in real time with performance indexes. These measured objectives gauge service effectiveness based on customer value. CX Value streamlines operations and enables ongoing optimization of Business KPI performance over time.
CX Value increases agent performance with KPI-driven actions and real-time insights to swiftly assess their business impact.
Product benefits
Strengthening actions
These are tailored to the specific objectives and related KPIs, measuring the expected effectiveness rate of potential actions.
Operational support for agents
Agents can see the expected impact of each action on business metrics during customer interactions.
Results visibility
Results are accessible at all organizational levels through dedicated dashboards, providing real-time insights into actions needed to achieve defined objectives.
Key Features
Instant Performance Insights for Parameters Typically Evaluated in Final Analysis.
Improved Action Recommendations Based on Measured Effectiveness.
Agent Autonomy in Selecting Best Actions Based on Results.
Multi-KPI Management Support Through Segmentation.
Adaptive Prediction of Action Value Based on Actual Results
Functional specifications
CX Value is a cloud-based software accessed via any web browser, eliminating the need for PC installation. Enjoy the same intuitive user interface as the entire Covisian product suite, ensuring seamless navigation and user experience.