Customer Experience Quality Assurance Framework
SenseCX is changing the way Australian businesses monitor, measure and assess CX – helping them create better experiences for their customers.
World-class CX Quality Assurance framework
At the heart of SenseCX is a best practice consultative service methodology and framework that provides an all in one solution for:
Quality Assurance and monitoring – internal and independent
Agent coaching and development
Reporting and benchmarking
SenseCX – the CX Quality Assurance solution that’s…
Independent
Objective third party assessments allow you to measure performance and corroborate or correct internal reporting.
Multi-channel
Consistent measures are used to assess CX performance across all channels – face to face, phone, email, live chat and social.
Actionable
Specific and actionable feedback, based on contemporary CX expectations is easily implemented by your team.
Comparable
Sector benchmarking data lets you compare agent or team performance – within your sector or across others.
Identifiable
Quickly and easily identify specific gaps or services shortfalls and spend more time coaching and developing staff.
Accessible
Performance data and reports are easily accessible through the SenseCX portal and can be customised to suit your needs.
Measure, track and assess CX – across all touchpoints
The consultative service methodology and assessment criteria provides consistent measures for all customer touchpoints – allowing you to identify exactly what you’re doing well and where you can improve.
Phone
Chat
Social
Face to Face
One reporting portal. All the answers.
Through the secure SenseCX reporting portal you can quickly and easily access real-time performance data – from anywhere at anytime. User friendly dashboards and customisable reports makes it easy for you to see exactly:
WHAT you are doing well
HOW you are performing overall
Objective Quality Assessments
SenseCX can be used for both External Quality Assurance assessments and Internal Quality Monitoring programs.
External Quality Assurance - for independent, objective and defendable CXQA data
External Assessments
CSBA’s assessment team analyse and asses your customer interactions using real-life call recordings and email or chat transcripts.
Mystery Shopping
Posing as everyday customers, with everyday questions and needs, CSBA’s assessors contact your organisation and perform an independent and objective assessment of the experience.
Creating better customer experiences
The SenseCX framework has been shown to contribute to:
Improved
- Call quality
- First call resolution
- Customer satisfaction and loyalty.
- Employee engagement
Reduced
- Employee churn
- Complaints
- Cost to service
SenseCX – the CX Quality Assurance solution for:
