Powerful data analysis and contact center metrics tools track every step of every agent-customer interaction. Scorecards and dashboards help you spotlight your best agents, find and remove bottlenecks, and even pinpoint flaws in the products you’re supporting. Most importantly, Nexus Interaction Analytics provide the information you need to continually optimize your library of Guided Paths.
Clickable dashboards let you analyze agent performance so you can discover who is delivering rock star service, learn from them, and leverage that knowledge across your entire support center organization.
Nexus data capture dives down to specific products, revealing trouble spots at the device level, including OS, apps and hardware. Product managers get the information they need to make their products even better.
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with Rapid Deployment
Drag-and-drop functionality lets you build the right steps in the right order to create Guided Paths perfectly tailored to your specific support needs. Feedback loops let you quickly take what you’ve learned and incorporate it into new or revised Guided Paths for continuous improvement.
Problems deploying frequent changes are a thing of the past. Once you build a Guided Path, publish it with a click of a button. Instantly, every agent in every location is working with the same approved and up-to-date solution. Now, not only are you delivering consistent customer service no matter which agent gets the call, but training and coaching time are drastically reduced.
“As leaders in implementation of complex software, consistent and high-quality processes are critical for us,” said Steve Zimba, CEO of Mural. “We are pleased with our rollout of Nexus and are seeing real value from Guided Paths for our agents and interaction analytics for our management team, enabling us to continuously improve the support we provide for our customers.”