Independent
Objective third party assessments allow you to measure performance and corroborate or correct internal reporting.
Objective third party assessments allow you to measure performance and corroborate or correct internal reporting.
Consistent measures are used to assess CX performance across all channels – face to face, phone, email, live chat and social.
Specific and actionable feedback, based on contemporary CX expectations is easily implemented by your team.
Sector benchmarking data lets you compare agent or team performance – within your sector or across others.
Quickly and easily identify specific gaps or services shortfalls and spend more time coaching and developing staff.
Performance data and reports are easily accessible through the SenseCX portal and can be customised to suit your needs.
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
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:
The beauty of SenseCX is that it can be used for both Internal Quality Monitoring programs and independent, External Quality Assurance assessments.
Perform internal assessments of calls, emails, chats, social messages and face-to-face interactions, using one simple assessment portal. The easy to use dashboard reporting, allows you to see how you’re performing and drill down in to the data to create meaningful reports.
External assessments
CSBA’s assessment team analyse and assess 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.
With over 50 Australian companies and organisations using SenseCX to help provide their customers with better experiences, it’s been shown to contribute to:
Download the SenseCX Info pack
Some of Australia’s leading companies and organisations use SenseCX to help them create better experiences for their customers.