When it comes to customer contact centers, managing how well a company’s employees are handling customers issues can be a difficult task. Nokia Siemens (News - Alert) is trying to help those companies derive a better way to aid those customers with an updated and improved Customer Experience Management (CEM) portal.
This new portal brings an additional three new software content packs and related services. These content packs help customer service operatives by pinpointing customer problems on an Internet-based map in real time. Further, the portal allows for a ranking of the customer’s problems and the solutions they received.
The software also gives an updated report on trends and experience for the customer care department.
“With our continued sharp focus on innovations in customer experience management, we help operators serve their customers with better service quality and improve profitability,” said Michael Seeger, head of CEM business development, Nokia Siemens Networks (News - Alert). “Our three new content packs equip operators to instantly identify problems both in service quality and user satisfaction and address them. This helps operators ensure their smartphone customers get service quality worth every penny they pay for high value data services.”
Sheryl Kingstone, director of research at the industry analyst, Yankee Group (News - Alert), said it’s important that CEM on Demand packs offer up the right solutions for customer care representatives. Kingstone believes people in the customer care service need to be able to get actionable information as quick as possible so that companies can make sure that their customers are walking away happy.
Nokia Siemens Networks originally launched the CEM on Demand Portal in February, and has been tweaking and improving that portal ever since. This new addition makes it that much easier for customer contact center providers to provide top-quality aid to those who are calling in, while being able to track where problems arise and how exactly they’re being handled.