Confirmit to Measure Customer Satisfaction

MR software company FIRM is launching a Contact Center Quality Application to allow contact centres to automatically measure the quality of customer experience and to act on customer dissatisfaction. The new application builds on FIRM's survey reporting software, Confirmit.

FIRM states that Accenture, an early adopter of the new application, realised a 20% increase in customer satisfaction with an ROI of 900% less than six months after implementation.

Lis Djukanovic, Head of Service Management at Accenture, says the application has resulted in a 'huge increase in the way that satisfaction is measured and reported'.

Kjell Øksendal, FIRM's VP of Marketing, comments: 'By enabling companies to integrate the voice of their customers with the Contact Center Quality Application, FIRM provides the tools to measure, discover and act on customer experience insight faster than ever before, leading to increased satisfaction and loyalty.'

More details of the new application, to be launched on 9th February, are at www.confirmit.com/x/contactcenter

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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