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CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. CONTACT US - ZACOUSTIC Let’s Talk. Learn more about the Zacoustic customer experience management system by connecting with one of our experts today. Our consultative approach will help guide your buying decision process as we strive to understand your needs allowing us to craft a solution that is perfectly suited to help you achieve your CX and costoptimization goals.
CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. CUSTOMER EXPERIENCE AI SOLUTION Ulima (You-LIMA) AI makes its debut in Q1 2020 adding more automation to the Zacoustic suite of products. Ulima CXDevine – Globally patented Ulima CXDevine predicts customer survey outcome, including NPS detractors, using attributes including free text, voice analytics, customer survey historical performance by task, chatbot calibrated performance, overall Reason for Contact performance, and CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. CONTACT US - ZACOUSTIC Let’s Talk. Learn more about the Zacoustic customer experience management system by connecting with one of our experts today. Our consultative approach will help guide your buying decision process as we strive to understand your needs allowing us to craft a solution that is perfectly suited to help you achieve your CX and costoptimization goals.
EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. CUSTOMER EXPERIENCE AI SOLUTION Ulima (You-LIMA) AI makes its debut in Q1 2020 adding more automation to the Zacoustic suite of products. Ulima CXDevine – Globally patented Ulima CXDevine predicts customer survey outcome, including NPS detractors, using attributes including free text, voice analytics, customer survey historical performance by task, chatbot calibrated performance, overall Reason for Contact performance, and CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and IMPROVE YOUR AVERAGE HANDLE TIME Average Handle Time. Zacoustic’s suite of customer experience tools can help improve Average Handle Time both by bringing together numerous metrics in real time that can identify issues with call handling and by motivating agents to improve. MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents.WHO WE SERVE
Director of Quality, Training & Development, PMP. In order to effectively make qualified decisions to develop an organizational training program or to implement new call center processes, you need to have a complete data set with enough volume for segmentation. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. ALORICA’S EXEMPLARY CUSTOMER SERVICE AND INDUSTRY-LEADING Leading Global CX Provider Helps MLB Kick Off New Season with Two Bronze Awards for Contact Center of the Year and Customer Service Training Team of the Year. IRVINE, Calif.–(BUSINESS WIRE)–Alorica Inc., a global leader in customer experience solutions, announced today that it helped its client Major League Baseball (MLB) take home two Bronze Stevie® Alorica’s Exemplary Customer EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. ALORICA’S EXEMPLARY CUSTOMER SERVICE AND INDUSTRY-LEADING Leading Global CX Provider Helps MLB Kick Off New Season with Two Bronze Awards for Contact Center of the Year and Customer Service Training Team of the Year. IRVINE, Calif.–(BUSINESS WIRE)–Alorica Inc., a global leader in customer experience solutions, announced today that it helped its client Major League Baseball (MLB) take home two Bronze Stevie® Alorica’s Exemplary Customer PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. CONTACT US - ZACOUSTIC Let’s Talk. Learn more about the Zacoustic customer experience management system by connecting with one of our experts today. Our consultative approach will help guide your buying decision process as we strive to understand your needs allowing us to craft a solution that is perfectly suited to help you achieve your CX and costoptimization goals.
EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. CUSTOMER EXPERIENCE AI SOLUTION Ulima (You-LIMA) AI makes its debut in Q1 2020 adding more automation to the Zacoustic suite of products. Ulima CXDevine – Globally patented Ulima CXDevine predicts customer survey outcome, including NPS detractors, using attributes including free text, voice analytics, customer survey historical performance by task, chatbot calibrated performance, overall Reason for Contact performance, and CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. Zacoustic creates unprecedented employee engagement and transforms companyculture
PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. It also increases employee engagement while reducing cost, leading to improved customerexperience.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful andimpactful process
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Zacoustic Aura allows users to design and send surveys to customers via e-mail or SMS. The Zacoustic Aura dashboard displays survey metrics and response rate results by channel. The Zacoustic team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration ability. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Prior to Zacoustic, Brad was the CEO of Vision Care of Maine, a seven-location, multimillion-dollar eye care and outpatient surgery practice, where he drove an 80% increase in revenue while retiring $1.7 M in company debt in just 18 months. He chose to join the Zacoustic team excited by the prospect of revolutionizing a $186billion industry.
EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation.REMOTE CX WORKFORCE
Learn how Zacoustic’s tools have helped Essilor support remote agent work during COVID-19: Strategic alerts for certain accounts, new customers, and existing at-risk customers. The ability to drive and reinforce behaviors they want agents to exhibit. The ability to point to the most significant calls that need to be evaluated by Quality CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. CONTACT US - ZACOUSTIC Let’s Talk. Learn more about the Zacoustic customer experience management system by connecting with one of our experts today. Our consultative approach will help guide your buying decision process as we strive to understand your needs allowing us to craft a solution that is perfectly suited to help you achieve your CX and costoptimization goals.
EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. CUSTOMER EXPERIENCE AI SOLUTION Ulima (You-LIMA) AI makes its debut in Q1 2020 adding more automation to the Zacoustic suite of products. Ulima CXDevine – Globally patented Ulima CXDevine predicts customer survey outcome, including NPS detractors, using attributes including free text, voice analytics, customer survey historical performance by task, chatbot calibrated performance, overall Reason for Contact performance, and CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information. EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategicobjectives.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Our team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration and predicted results. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Archer Parviz Alvandi Head of Technology. As Head of Technology at Zacoustic, I am committed to empowering and supporting what I believe to be the best software development team in our industry, who surpass our clients’ expectations every day in designing, building and delivering high-tech, high-touch customer experiences facilitated by next-gen digital solutions. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process.REMOTE CX WORKFORCE
Strategies for support: If you suspect that agents are struggling to cope with working from home, there are some immediate steps you can take to help agents succeed during a pandemic and after. Agent autonomy and connectivity: Since you’ve already provided agents with some degree of autonomy — at least enough to trust them to work from home — employees may be primed for more self EMPLOYEE & CUSTOMER PREDICTIVE ANALYTICS PLATFORM Leveraging agent-predictive data and our globally-patented technology, Zacoustic enables accelerated improvements to the customer experience. We also lower costs through reduced handle time, reduced agent attrition and more efficient quality assurance staffing. PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
ABOUT ZACOUSTIC
Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its globally patented Customer Calibration process enables agents to accurately predict customer survey responses key to organizations’ strategicobjectives.
CUSTOMER EXPERIENCE SOLUTIONS Solutions. Zacoustic offers a full suite of customer experience solutions that generate a robust data set for every customer interaction, which can boost key metrics like Net Promoter Score, Average Handle Time, and First Call Resolution. PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Our team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration and predicted results. CUSTOMER EXPERIENCE ANALYTICS DASHBOARD Zacoustic Harmony gives users the ability to manage customer experience just like any other metric currently being managed in real-time. No more waiting 2-3 days for email survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibrated agents. EMPLOYEE ENGAGEMENT DASHBOARD Vision is designed to optimize QA staffing requirements and connect agents directly to their own performance improvement strategy. This vision is realized by leveraging calibrated data to immediately surface the highest priority interactions for each agent at the time of their evaluation. LEADERSHIP | ZACOUSTIC | EMPLOYEE PREDICTIVE ANALYTICS Archer Parviz Alvandi Head of Technology. As Head of Technology at Zacoustic, I am committed to empowering and supporting what I believe to be the best software development team in our industry, who surpass our clients’ expectations every day in designing, building and delivering high-tech, high-touch customer experiences facilitated by next-gen digital solutions. CALIBRATE EMPLOYEES WITH YOUR CUSTOMERS Video time: 5 min. 43 sec Learn how Zacoustic trains agents to consistently and accurately predict how customers are going to respond to your existing survey through Zacoustic’s patented agent-customer calibration process.REMOTE CX WORKFORCE
Strategies for support: If you suspect that agents are struggling to cope with working from home, there are some immediate steps you can take to help agents succeed during a pandemic and after. Agent autonomy and connectivity: Since you’ve already provided agents with some degree of autonomy — at least enough to trust them to work from home — employees may be primed for more self PRODUCTS - ZACOUSTIC Harmony – Enterprise Dashboard. Leverage customer-calibrated data to view the entire enterprise in real-time. No more waiting 2-3 days for e-mail survey responses or trying to manage your metrics with a 5-10% survey response rate from SMS or IVR – with Zacoustic a survey outcome for every interaction is generated immediately by calibratedagents.
PREDICTIVE CUSTOMER SATISFACTION SURVEY PLATFORM Our team works directly with clients to design survey questions that have been proven to yield higher response rates and more effective calibration and predicted results. RESOURCES | ZACOUSTIC Resources. Zacoustic offers an innovative customer experience management tool that incorporates data and analytics driven by the customer service experience. CONTACT US - ZACOUSTIC Let’s Talk. Learn more about the Zacoustic customer experience management system by connecting with one of our experts today. Our consultative approach will help guide your buying decision process as we strive to understand your needs allowing us to craft a solution that is perfectly suited to help you achieve your CX and costoptimization goals.
EMPLOYEE ENGAGEMENT & CUSTOMER SERVICE TRAINING SOLUTION Zacoustic Frontline enables supervisors and agents to collaborate and respond directly to the most urgent coaching and QA concerns. Frontline provides a dynamic platform to align agents and supervisors with customer perception, offering a venue to correct concerns, bringing immediate improvement to your customer experience metrics. EMPLOYEE PREDICTIVE ANALYTICS / EMPLOYEE ENGAGEMENT Engaged employees increase morale and happy employees drive improved customer experience. Our portal keeps employees abreast of their own performance in real-time. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE Customer Experience Management. Using calibrated survey data, Zacoustic’s customer experience tools can help not only improve customer experience but also simplify the process of managing agents. EMPLOYEE ENGAGEMENT IMPROVEMENT SOFTWARE Employee Engagement Employee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and IMPROVE YOUR AVERAGE HANDLE TIME Average Handle Time. Zacoustic’s suite of customer experience tools can help improve Average Handle Time both by bringing together numerous metrics in real time that can identify issues with call handling and by motivating agents to improve. MEASURE EMPLOYEE NET PROMOTER SCORE Improving net promoter score is a key component in improving your customer experience, and Zacoustic’s suite of customer experience tools provides insights that can deliver this information.Home
Overview
Calibration
Insights
Benefits
QA VIsion
SEE IT
Employee Portal
Ulima AI
Frontline
Testimonials
Aura
Welcome
Products
Zacoustic CalibratorZacoustic Insights
Zacoustic QA Vision
Zacoustic Survey ToolUlima AI
Employee Scorecard
Frontline
About
Demo
Home
Overview
Calibration
Insights
Benefits
QA VIsion
SEE IT
Employee Portal
Ulima AI
Frontline
Testimonials
Aura
Welcome
Products
Zacoustic CalibratorZacoustic Insights
Zacoustic QA Vision
Zacoustic Survey ToolUlima AI
Employee Scorecard
Frontline
About
Demo
Home
Overview
Calibration
Insights
Benefits
QA VIsion
SEE IT
Employee Portal
Ulima AI
Frontline
Testimonials
Aura
Welcome
Products
Zacoustic CalibratorZacoustic Insights
Zacoustic QA Vision
Zacoustic Survey ToolUlima AI
Employee Scorecard
Frontline
About
Demo
I AM THE VOICE OF THE CUSTOMER. ZACOUSTIC HELPS EMPLOYEES PREDICT CUSTOMER SENTIMENT, GENERATING TRANSFORMATIVE INSIGHTS AND BEHAVIORAL INNOVATIONS. INVOLVE EMPLOYEES AND TRANSFORM EXPERIENCE MANAGEMENT IMPROVE CUSTOMER EXPERIENCE, LOWER COST, AND ENGAGE EMPLOYEES LIKENEVER BEFORE
Zacoustic is the pioneer in Employee-Customer Calibration, enabling customer facing employees to make consistently accurate survey predictions for every interaction handled. Leveraging data generated by Customer-Calibrated employees, Zacoustic facilitates rapid improvements to customer experience and NPS, and lowered cost through reduced handle time, more efficient quality assurance staffing, and reduced attrition. As importantly, Zacoustic creates an unprecedented level of employee engagement and transforms cultures by aligning actions and behaviors directly with customerperception.
With Zacoustic, your customer facing employees become the Voice of the Customer. The data they generate becomes the cornerstone of the overall customer experience strategy, making employees feel heard, and partnered with, as the organization transforms to customer-centricity. Through Zacoustic’s globally-panted Employee-Customer Calibration process and the supporting technology, Zacoustic organizations around the globe are realizing: Reduced cost Optimized customer experience Improved employee engagement LEARN HOW ZACOUSTIC GROOMS EMPLOYEES TO BECOME THE VOICE OF THE CUSTOMER BY REQUESTING A DEMO TODAY.Learn more
CALIBRATOR
CALIBRATE EMPLOYEES DIRECTLY WITH YOUR CUSTOMERS Calibrated employees are demonstrably more aware of customer sentiment throughout each interaction, plus they produce accurate survey predictions for every call, chat, email, or face-to-face interactionthey handle.
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HARMONY
LEVERAGE CALIBRATED DATA TO TRANSFORM CUSTOMER EXPERIENCE With a calibrated customer survey for every interaction, Zacoustic isn’t marginalized by low customer response rates. Learn how Zacoustic Harmony pushes actionable data to users in real-time.Learn more
THE CROSSROADS OF CUSTOMER EXPERIENCE AND EMPLOYEE ENGAGEMENT BENEFITS OF ZACOUSTIC Zacoustic is characterized not only by its ability to generate a survey outcome for every interaction, but also for connecting customer-facing employees directly to your organizations’s customer experience improvement initiatives. THE KEY BENEFITS OF ZACOUSTIC:*
ENGAGE EMPLOYEES - Make your customer-facing employees the centerpiece of CX improvement, while enhancing experiences for them and the customers they serve.*
EXPAND INSIGHTS - Reveal valued insights by tapping into a brand new pool of high quality data.*
IMPROVE METRICS - Boost key metrics like like Net Promoter Score, First Call Resolution, and Average Handle Time.*
OPTIMIZE STAFFING - Reduce your employee and frontline leadership staffing requirements through targeted automation.VISION
AUTOMATE AND OPTIMIZE QUALITY ASSURANCE QA Vision does not replace the your existing QA process, it simply automates and optimizes it.*
AUTOMATES - With a calibrated prediction for every interaction, QA Vision selects the highest priority need for the employee at the time of their evaluation.*
OPTIMIZES - QA Vision removes the need for QA Analysts to search for interactions suitable for evaluation, and automatically couples the evaluation with available best practices . Users upload the organization’s existing QA form into QA Vision making the entire exercise more efficient.Learn more
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PORTAL
CONNECT EMPLOYEES TO ORGANIZATIONAL STRATEGY Employee Portal keeps customer-facing employees informed, and the interactive Help Center keeps them engaged. Employee Portal connects employees directly to the organization’s customer experience improvement strategy, while improving experiences for customers and employees.Learn more
TRANSFORMATION DRIVEN BY AI INTRODUCING THE FUTURE OF EXPERIENCE MANAGEMENT Generate predictive insights that lead to reduced customer churn, increased customer spending, and improved customer experience.Learn more
FRONTLINE
SUPERCHARGE COACHING AND EMPLOYEE ENGAGEMENT Zacoustic Frontline connects supervisors with their team to address the most urgent concerns related to customer experience metrics improvements. It provides real-time updates of calibrated metrics and targeted tasks. Zacoustic Frontline enables supervisors to manage customer experience in real-time with high quality, actionable data.Learn more
WHAT OUR CLIENTS AND USERS SAY “I’M NOT SURE HOW I WOULD RUN MY BUSINESS NOW WITHOUT ZACOUSTIC. HAVING A 5% CUSTOMER SURVEY RESPONSE RATE LEFT US BLIND TO 95% OF OUR CUSTOMER INTERACTIONS; WE NOW HAVE A SURVEY FOR EVERY INTERACTION, AND THE INSIGHTS ALLOW US TO ACT. ZACOUSTIC IS A GAME-CHANGER.” _ -SVP Financial Services_ “ZACOUSTIC MAKES ME FEEL LIKE I’VE BEEN PROMOTED WITHOUT BEING PROMOTED. MY COMPANY USES THE DATA I GIVE THEM THROUGH ZACOUSTIC TO IMPROVE OUR TRAINING AND QA, AND TO CHANGE PROCESSES THAT ALLOW ME TO DO MY JOB BETTER. IT MAKES US ALL FEEL HEARD AND CONNECTED.” _-Contact Center Agent_AURA
SEND SURVEYS WITH ZACOUSTIC AURA Zacoustic integrates with every major survey platform, including:*
Medallia
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Qualtrics
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Zoho
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Survey Gizmo
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SoGo Survey
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Survey Monkey
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Others
Or, create and send surveys with Zacoustic Aura.Learn more
IS ZACOUSTIC RIGHT FOR YOUR ORGANIZATION? LET’S TALK - Hit the “Request a Demo” link below and a Zacoustic representative will schedule time to talk with you. Zacoustic is a new concept and we are happy to spend time talking through how it works and if it’s right for your organization. We look forward tochatting!
ABOUT ZACOUSTIC – Globally patented Zacoustic is an innovative customer experience management big data and analytics Software-as-a-Service (SaaS) tool. Its Customer Calibration process enables employees to accurately predict customer survey responses key to organizations’ strategic objectives. With Zacoustic, executives drive more insightful and impactful process, policy, product, and technology decisions while operations leadership responds agilely to real-time customer experiences. Agents using Zacoustic showed marked behavioral improvements.INFO@ZACOUSTIC.COM
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Copyrights & Trademarks All content and images used on this site are owned or licensed by Zacoustic, Inc. or its affiliates for use on this site only. Unauthorized use is prohibited. Zacoustic is patented in the United States and Internationally and any duplication or simplification of any kind is strictly prohibited. Ulima AI is a registered trademark of Zacoustic, Inc. Ulima AI is patented in the United States and internationally and any duplication or simplification of any kind, including using customer survey responses for machine learning purposes, is strictly prohibited. Copyright 2010-2020, All Rights Reserved. EXPERIENCE THE FUTURE OF CUSTOMER EXPERIENCE MANAGEMENT. Predictive. Insightful. Impactful. Connected. These four concepts shape the future of customer experience. In fact, they already are.* Schedule a Demo
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