evaluagent introduces predictive Voice of the Customer metrics to help contact centers enhance CX
Wednesday, March 19, 2025
evaluagent's latest innovation leverages AI to predict customer behaviors, identify actionable insights and build the evidence base to fix issues before they escalate.
MIDDLESBROUGH, United Kingdom, March 11, 2025 /PRNewswire-PRWeb/ -- evaluagent, an AI-powered platform for quality management, CX, and Voice of the Customer insights, has launched xMetrics, a powerful suite of predictive Voice of the Customer (VoC) metrics designed to help contact centers proactively enhance customer satisfaction and operational efficiency.
Building on the success of xNPS - which boasts a market-leading 90% accuracy rate - evaluagent's latest innovation leverages AI to predict customer behaviors, identify actionable insights and build the evidence base to fix issues before they escalate.
The newest additions to evaluagent's xMetrics suite include:
-- xRepeats (Expected Repeat Contacts) - Predicts whether the customer is a
repeat contact, helping businesses address process inefficiencies and
improve customer satisfaction.
-- xResolution (Expected Resolution Rate) - Predicts first-contact
effectiveness, enabling teams to optimize agent training and resource
allocation.
-- xVulnerability (Expected Customer Vulnerability) - Detects potentially
at-risk customers, even where no explicit vulnerability is stated,
allowing businesses to provide tailored support.
Unlike traditional contact center metrics that rely on low-uptake post-interaction surveys and Voice of Customer analysis, xMetrics predict customer metrics on every conversation with accuracy contact centers can independently verify using their own data. This allows contact centers to move from reacting to surveys after problems have emerged to actioning predictive insights before they become problems.
"The future of contact centers is going to be all about building the evidence base for action," says Ben Cave, Product Director at evaluagent. "xMetrics enables businesses to use these AI-powered insights to not only anticipate challenges and enhance service quality, but ultimately create an experience that retains and delights their customers."
evaluagent's xMetrics suite is now available for contact centers looking to transform their customer experience strategy. For more information, or to request a demo, visit www.evaluagent.com
About evaluagent
Created by contact center experts with decades of experience and trusted by leading global organizations, evaluagent combines automated quality assurance, customer experience insights and agent performance improvement - all in one platform.
A leader in the contact center solutions market, evaluagent empowers busy contact center teams to focus their efforts where they'll have the most impact. Powered by AI, contact centers can benefit from time and process efficiencies, gain a deeper understanding of their customers' pain points, and drive agent performance, without increasing headcount.
Learn more at www.evaluagent.com
Media Contact
Victoria Patten, evaluagent, 44 0000000000, victoria.patten@evaluagent.com, https://www.evaluagent.com
View original content:https://www.prweb.com/releases/evaluagent-introduces-predictive-voice-of-the-customer-metrics-to-help-contact-centers-enhance-cx-302396679.html
SOURCE evaluagent
|
|
|
|
|
 |
VIAVI Highlights Test Solutions for AI Infrastructure Development, Manufacturing and Deployment at OFC 2025 | Mar 28, 2025
|
|
Oracle Helps Customers Boost Employee Engagement with Strategic Communications and Internal Events | Mar 28, 2025
|
|
ThreatQuotient positioned as a Leader in the SPARK Matrix(TM): Digital Threat Intelligence Management, 2025 by QKS Group | Mar 28, 2025
|
|
Orium Launches Composable Accelerator for Shopify | Mar 28, 2025
|
|
Madame Rachida Dati, French Minister of Culture, has granted official recognition to thierry Ehrmann's Abode of Chaos as a 'total work of art', the global headquarters of Artprice by Artmarket. | Mar 28, 2025
|
|
Datacenter Dynamics Makes History with LoneStar - Becoming the World's First Magazine to Reach the Moon | Mar 28, 2025
|
|
Nosto reports 323% growth of Personalized Search after 2024 Gartner MQ inclusion | Mar 28, 2025
|
|
Western Union forms strategic partnership with HCLTech to transition to an AI led platform operating model | Mar 28, 2025
|
|
Wealthbox Expands to Canada with In-Country Data Hosting | Mar 28, 2025
|
|
Direct Digital Holdings Launches "Practical Generative AI Use Cases & Tools for DMOs" to Help Break New Ground in Destination Marketing With AI | Mar 28, 2025
|
|
|
