• 

  Performance Reports

• 

  Scheduled Email Reports

• 

  Customer Service Surveys

Gain Greater Insight with Detailed Performance Reports

SmarterTrack provides the information companies need to uncover problems, establish policies, and accurately measure results. Managers can spot trends and improve employee performance with powerful reports that can be viewed or emailed on a regularly scheduled basis.

SmarterTrack gathers information from external databases, custom fields, and submitted text to produce custom reports. Take advantage of more than 70 pre-defined summary and trend reports that provide the business intelligence companies need, when they need it. With SmarterTrack’s advanced reporting system, managers have the business intelligence tools to proactively address issues and capitalize on trends.

Take Metrics to the Next Level

SmarterTrack provides the ability to glean additional information from customers with custom fields, data from external providers, and surveys that can be launched from different communication channels—including Tickets, Live Chats, or any configurable event within SmarterTrack. Plus, SmarterTrack can report on this data and deliver relevant, actionable business intelligence that takes the company to the next level.

Encourage Customer Feedback with Surveys

SmarterTrack’s integrated survey system helps companies ensure that employees are meeting or exceeding customer expectations and gives insight into key changes that should be made to improve the overall success of the company. SmarterTrack can be configured to distribute surveys via Live Chat and Tickets at any time during the sales or support process to easily measure customer satisfaction and monitor quality assurance. Built-in survey reports give managers added insight into customer service operations and agent and department performance.

Determine Cost Analysis without the Cost

Cost analysis reporting allows companies to make informed decisions about its workforce, products, and practices. SmarterTrack simplifies this process by allowing managers to define the costs and times associated for each customer service function for easy creation of cost analysis reports.