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Where should we focus our customer service improvement? What training do my agents need? What is driving my customers' loyalty?

The answers are seconds away with Clicktools Analytics...

Clicktools analytics is the only full strength Business Intelligence capability available as part of an On Demand EFM tool. Clicktools Analytics enables you to build and share powerful comparative and key driver reports. These reports drastically reduce the time and effort involved in identifying what needs to be done in order to improve customer experience and increase loyalty.

	Build reports to present KPIs and summarize information ... Clicktools Analytics provides all the functionality you need to really understand what your customers' feedback means. The functionality additions starts in the survey definition - Clicktools enables you to group questions together to form summary scores [e.g. Add recommendation, satisfaction and advocacy scores for an overall Customer Satisfaction Index (or CSI)]; define custom ranges [e.g. 1 to 5 is 'bad whilst 6 to 10 is 'good'] and use alternative values [e.g. to assign scores to text options or weightings to standard scales]. Defining reports is straightforward: Rows define the questions or groups you want to display whilst columns define the KPIs presented. Include over 20 standard performance indicators or define your own using the custom ranges feature. In addition, filtering enables you include/exclude required segments of data or include dates from periods of time [either absolute or relative dates].

	Produce rich and varied charts to communicate results, league tables and KPIs... Once defined, reports can be included in multiple charts. Reports are built using two simple steps. First, select the information from the report you wish to plot in your chart and second, choose the chart type. A wide variety of chart types are available including tables, spider charts and quadrant charts.

	Communicate and share KPIs through Clicktools Dashboards and 3rd party apps using Clicktools Viewer™ licenses... Once built, charts are placed in to secure dashboards. Admin or Clicktools Viewer™ licenses are used to access dashboards, these dashboards can also be included in 3rd party applications such as Salesforce.com and Oracle CRM On Demand. Example dashboards include: Tables of summary scores for a survey Performance league tables across Region, Team, Agent etc. Comparison of satisfaction and recommendation scores Key driver analysis showing Recommendation Vs Service factors (speed, knowledge etc.)

Take a look at a video introducing Clicktools Analytics, request a free trial or contact us now so we can talk to you about how Clicktools Analytics will help you improve your customers' experience.

View an introductory presentation on Clicktools Analytics