STAFFINO ..

Innovating Customer Insight

Let your callers give you the full story of their experience with your call center agent. Provide them with freedom to express their thoughts and feelings, and get a precise picture of how your agents performed.

  • Get daily actionable feedback for each agent on your team
  • Follow up on feedback fast and effectively
  • Improve your call center performance
  • Optimize your approach to Quality Assurance

Available for all Cisco Contact Center platforms (Cisco Unified Contact Center Express - UCCX, Enterprise - UCCE, Packaged UCCE) and even for Cisco Unified Communications Manager (CUCM).

Summary

Staffino helps to boost your contact center performance and optimize your approach to Quality Assurance. It has been developed to provide contact center supervisors with authentic feedback on specific staff in a new, engaging way.

The actionable feedback brings valuable business insights and ideas for improvement. Staffino allows you to respond to customers and solve any problem immediately, securing your customers' loyalty.

Your callers will be sent an e-mail or a text message after each call (or after a batch of calls).  In comparison to IVR or recalling, the data show that Staffino has very high conversion rates of up to 25%. On average, 80% of all feedback is positive. Case studies prove that real-time sharing of positive feedback with each agent improves working morale and boosts agents' motivation.

This solution shows trends, monitors the best performing agents, and identifies those agents who require retraining in a specific area. You can also see how managers handle feedback - via their response time and rate.

Product Video
Benefits

Staffino helps to

  • Capture and resolve customer feedback fast and effectively
  • Identify calls that are not handled according to customers’ expectations
  • Uncover the weaknesses and strengths of each agent
  • Understand caller needs and expectations
  • Motivate agents through real-time distribution of positive feedback from customers 
Testimonials
Screenshots
  • rf_rows.png Detailed report for feedback requests sent out
  • filter analytics ranks 3.png
  • Screen Shot 2017-06-21 at 16.04.38.png Requested feedback total results overview
  • filter feedback 3.png Feedback section with filter applied and comment
  • multichat 2 copy 2.png Staff interface and multichat preview
  • filter analytics ranks graph 1.png Feedback analytics for selected venues / staff only
Features

Feedback request via email or SMS
Send requests for feedback after each call or do so in batches.

Multiple templates
Use a different feedback request template depending on a touchpoint, channel, or reason for a call.

CSAT and NPS add-on
Get even better insight thanks to CSAT and NPS metrics.

Direct in-app communication with callers
Reply to a caller as soon as you receive feedback and keep them engaged.
This is a powerful feature to manage customer dissatisfaction.

Progressive feedback analytics
Check on performance in detailed reports.

Advanced feedback management
Tag the received feedback, mark it, share it, and even add notes.

Staff interface
Discuss the feedback with other managers and agents to collect additional information and improve response times cooperatively.

Happiness module for agents
Give your agents access to their own accounts and display positive feedback to secure recognition and motivation.

Microsoft Dynamics and SAP integration
Connect Staffino with your CRM system for seamless data import of requested feedback.

Full automation or easy to start and use
Import your own caller XLS or CVS database and trigger the mail-out of feedback requests manually, or automate it by integrating Staffino with your CRM.

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