Archives for November 2016

November 11, 2016 - Comments Off on You Can’t Change the Game if You’re Not Keeping Score

You Can’t Change the Game if You’re Not Keeping Score

We are happy to announce our new working partnership with Plantronics, which has been a while in the making and will be shared at the Broadsoft Connections conference in San Antonio. Please read the following press release by Christopher Thompson, Vice President, Business-to-Business Marketing at Plantronics


You Can’t Change the Game if You’re Not Keeping Score

The increase of mobility, analytics, and cloud technologies are quickly changing how companies of every size are interacting with their customers. And, it’s more important than ever that your customers are able to provide the highest-quality customer service experience. It’s the only way to keep and grow a customer base. To change the game, let alone remain competitive, service providers must offer real-time analytics that are integrated smoothly into the contact centre’s business processes.

Each phone call that comes into an organisation is now an escalation, a vital chance to restore a brand relationship after self-service or digital engagements have not worked.  To ensure these interactions run smoothly, organisations are turning to analytics to deliver a high level of insight to better understand how they can improve customer satisfaction.

With the employee at the centre of this new interaction model, BroadSoft service providers should consider the AgentQ dashboard from EyeOnIt, powered by real-time analytics from Plantronics.  By exposing the power of intelligent headsets, this cloud-based joint development provides rare insight into areas that can help deliver a better customer experience by understanding employee behaviour and empowering them to change.

When combined, Plantronics EncorePro headsets, intelligent DA audio processors, and Plantronics ManagerPro software offer a class-leading, customer-focused solution for service providers to build new customer experience value propositions for their customers.

This is the first step on our journey into analytics and actionable insights that addresses positive customer conversations, CSR Coaching and Occupational Health, we look forward to where this journey will take us.

Myles McNamara
CEO - EyeOnIt

Published by: Terry Gillespie in Blog