H.I.G. Growth Partners News
Atlantic Coast Media Group Selects Nexidia Evaluate
Leading beauty company launches Evaluate to enhance the customer experience in the contact center
ATLANTA - December 14, 2011 - Nexidia, a leading provider of customer interaction analytics solutions for business transformation, today announced that Atlantic Coast Media Group (ACMG) has chosen Nexidia Evaluate to better manage contact center agent performance in a continuing effort to provide superior customer service.
ACMG markets highly effective skin-care products for women. Marketed across the web, on television and in retail locations nationwide, the company has multiple contact centers with hundreds of agents to support its sales and marketing efforts.
With an ongoing effort to enhance customer satisfaction, ACMG will utilize Nexidia Evaluate to benchmark best practices of top performing agents who meet and exceed customer expectations. All agents will then be trained according to best practices, with targeted coaching specific to the needs of each individual. Additionally, Evaluate will track agent performance across all call center sites, teams and individual agents to monitor improvements and continue to monitor best practices.
“We continually strive to provide the highest level of service to our customers,” said Robb Auber, vice president of call center operations, Atlantic Coast Media Group. “Nexidia Evaluate is the perfect solution to provide visibility into agent performance, as well as the specific information needed to give individual, effective coaching when needed. This ensures top notch customer experience.”
Unlike traditional quality monitoring which is based on randomly selected calls, Nexidia Evaluate analyzes agent activity across 100% of calls. It leverages Nexidia’s ability to categorize calls, identify call drivers and provide root cause analysis for problems occurring in the contact center. Supervisors are able to select specific calls for individual, targeted coaching and performance improvement. Additionally, Nexidia automatically identifies calls that represent key corporate objectives, to ensure that contact center initiatives are closely aligned with corporate strategy.
“Legacy quality monitoring only allows for random call selection, limited agent evaluation and is not strategically aligned to company objectives,” said Mike Hutchison, Vice President of Professional Services for Nexidia Inc. “What is fundamentally different about Nexidia Evaluate is that it empowers targeted, relevant coaching of agents to improve agent performance as it relates to strategic goals. ACMG will see the benefits in superior customer service and experience.”
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit http://www.nexidia.com.