Don’t Just Monitor Performance—
RevealCX™ is a Software as a Service (SaaS) quality monitoring solution that transforms your quality program to immediately uncover root causes of issues impacting performance. By using RevealCX, you will improve the customer experience, sales performance, and the cost of your customer experience (CX) operations. Read the brochure.
Your quality program will become a valuable resource to other parts of the organization by providing vital business insights typically not captured through a monitoring program.
The RevealCX quality monitoring solution was developed by COPC Inc. based on our proven approach and best practices to quality management. This solution incorporates more than 20 years of our quality monitoring experience and executive-level quality program development.
Features and Benefits
Dynamic Form Design for Capturing Root Cause
Capture root cause of issues impacting performance using a form designed to give you unlimited layers of attributes to identify specific reasons for errors, not simply if something was a “pass” or “fail.”
Robust and Actionable Drill-Down Reporting
Know immediately where to focus improvement efforts with real-time, onscreen reporting that provides actionable data at all levels with drilldown capabilities that uncovers root cause of errors.
Feedback Action Plan Automation
Quickly notify agents and managers when action plans have been provided, viewed and completed using RevealCX’s automated feedback notification loop.
Quality Management Across Geo-Locations and Providers
Manage your entire quality program across sites, regions, and third-party providers.
Calibration Process Automation with Quantified Results
Automatically alert evaluators when a calibration session is scheduled. When the session is completed, realtime, quantitative results reveal how accurately and consistently evaluators are scoring transactions.
Three Quality Metrics, Versus One Overall Score
Measure quality from the perspectives of the customer, the business and compliance to get a more accurate view of performance and to know exactly where to focus your improvement efforts.
Business Intelligence Capabilities
Become a trusted advisor to your entire organization by capturing insights not necessarily specific to an interaction or how it was handled. This could include customer satisfaction, complaints, comments about new products and reactions to corporate policy changes.
Easy to Use, Modify and Maintain
Change or modify forms, feedback, and calibration in real time without needing IT involvement.
- Align quality results with customer satisfaction (CSAT) and other business measures.
- Use quality data as a predictor of CSAT, allowing for a proactive approach to addressing issues.
- Capture root cause of errors, giving operations and the business actionable data to improve performance.
- Become a trusted advisor to the entire organization by providing valuable business intelligence.
- Deliver an accurate view of performance with the right metrics.
- Empower the quality team through a software design that enables efficient and effective management of the entire quality process.
Are You Frustrated With Your Quality Program?
- Are you monitoring transactions but not seeing improvements in the customer experience, sales, cost or compliance?
- Are your quality scores high, but customer satisfaction results are low?
- Could you “turn off” your quality program with little impact to the business?
If you answered yes to any of these questions, you need RevealCX.