While companies in any field would love to know what customers feel about their products and services, the costs associated with deriving such a data can prove be a stumbling block. Now, ResponseTek claims that companies can improve sales and service performance by linking front-line customer satisfaction metrics to compensation. The company has extended its on-demand voice-based customer software suite to achieve this purpose.

 

ResponseTek (News - Alert) represents a new domain of business called Customer Experience Management. This new domain helps companies to manage the shift to the new customer economy. It is the practice of continuously closing the gap between an organization’s customer promise and the delivered customer experiences.

 

According to ResponseTek, traditional customer experience research is too expensive, and could not easily be linked to individual employee performance. The company arrived at its decision through its work with leading global retail organizations on customer satisfaction measurement. The quarterly software update from the company helps the clients to measure the performance quality of sales and services teams in call centers and retail environments.

 

“As the customer experience revolution continues we are seeing industry leaders recognize the need for linking customer satisfaction to compensation programs as a means to strengthening their competitive advantage,” said Syed Hasan (News - Alert), CEO at ResponseTek. “These kinds of companies are quickly realizing that the key to success is building programs that employees embrace rather than fight. Our new release builds on our existing call center and retail capabilities.” 

 

 

In related news, the company previously had worked with Vertex, a BPO provider, to help its clients achieve the visibility needed to better understand their customers’ experiences. As per the partnership, ResponseTek’s Customer Experience Management software suite will be combined with Vertex’s (News - Alert) in-house technology platform to offer businesses the ability to monitor customer experiences 24/7.