Do not leave customer experience and loyalty to chance. Your contact center is a critical and important touch point for your customers. Every interaction provides an opportunity to build on a customer relationship, generate loyalty and drive sales. goCapture provides you with the right tools to improve quality and performance.

With goCapture you and your business needs decide who, what and how often you want to do employee evaluations. You can specify this at the agent and call type level. This allows you to set a default of how many calls per agent or campaigns you want to review, whether these should be randomly selected or chosen from a subset of calls based on call type, day or time of day.

With the possibility to customize forms for agent groups, call types or phone lines you are able to ensure you are evaluating what is key to your business. With the additional ability to mark parts of the recordings as comments you enable your supervisors to share evaluations and thus calibrating what is best practice for future coaching and employee development. This ensures consistency in evaluation across your entire organization.

goCapture enables you to access recordings while the interaction is still taking place. With the software you are able to perform real-time monitoring of agents and the agents screen.

Our goCapture software comes with a comprehensive set of reporting and analysis tools that enable you to record, track and manage agent performance. These tools allow you to view performance over time, identifying trends, make benchmarks between teams and review the impact of training and coaching. This gives you the ability to identify potential problems or discrepancies before they affect your business.

Find calls using an extensive library of filters, customer and business-related metadata. The user interface provides findings with ease and remembers your most recent search.

The reporting solutions offer the platform to analyze data, create reports, and share insight. You can build customizable dashboards, which provide unparalleled flexibility for sharing relevant feedback across the organization, share tailored reports with stakeholders, or do quick reports for instant insight. When having multiple projects, you can report on all your projects, no matter what channel you use to collect data, in a single reporting environment.

Role-based reporting makes it easy to create and manage dashboard and reports according to defined roles – allowing new users to automatically view relevant data in a consistent format. Managers with appropriate privileges can drill down through hierarchical report views and compare benchmark performance results across teams or even individuals, and do it in real-time. Integration with customer surveys and other analytics tools

Performance Management provides you with everything you need to escalate and manage individual customer cases. The platform help you take immediate action when it matters most to save at-risk relationships and maximize opportunities for new business. When a customer reports a poor experience, request contact, or any other trigger criteria that you define, the relevant information is stored directly in Gemba, while an e-mail alert goes to the person best placed to handle the issue. In Gemba a simple interface lets you handle customer cases and register follow up actions.

This helps you to derive action from your voice of customer program, supporting you in strengthening those experiences, retain customers, and motivate employees.

A comprehensive voice-of-customer program is critical to protect your revenue and profits, and requires multi-channel listening in real-time, with the capability to respond to customer feedback immediately. And this of course should be done continuously.

Turning collected feedback into knowledge will make you able to understand which customers are satisfied or dissatisfied, when and at which touch point. By making certain you measure these experiences all the time, you will even be able to foresee, when and where your customers are most likely to churn or defect.

It is not only satisfaction and loyalty that can be improved. By using the knowledge gained and by working actively with this knowledge in cooperation with your employees, you are able to change the processes that do not deliver customer value. You can even improve the behavior of your employees toward greater customer value.

By focusing on the customer’s experiences, you are able to improve the way the customers think about you, and thereby through your customers’ word-of-mouth even improve your results. By focusing on the customer’s experiences you are able to close the gap between what you promise and what you deliver. Customers can leave optional voice comments on any of the survey questions to enable deeper analysis on specific surveys.

Survey responses can automatically be linked to an employees quality score to give you a full 360-degree scorecard of that individual’s customer performance. And linked to the relevant recorded call you will be able to evaluate what actually happened in the specific customer interaction.

Survey data becomes available as soon as it is received. This gives you an immediate summary or detailed report on the surveys running. Role-based reporting makes it easy to create and manage dashboard and reports according to defined roles – allowing new users to