REAL-TIME FCR & CX
Resolution and customer experience metrics by agent and call type in real-time and historical with unheard of accuracy.
VOICE OF THE CUSTOMER
The metrics generated represent the voice of the customer in an unprecedented, unique and powerful way
Focused action items are generated for agents or groups, by call type, quickly addressing performance concerns
We are committed to providing our customers with dedicated support and consultative services 24 x 7
- BalanceCXI is a software and process development organization focused on simplifying First Contact Resolution (FCR) and Customer Experience (CX) measurement, management and optimization for contact center organizations both captive and outsourced. BalanceCXI is a private company headquartered in Austin, Texas with operational facilities in Presque Isle, Maine. Let us show you how the Balance Process will redefine your culture.
Benefits of the Balance Process
Loss of customers, high agent turn-over, wasteful cost, each driven by poor processes that drive repeat contacts and poor customer experience. Through the application of this revolutionary tool, the Balance Process enables our clients to achieve unprecedented performance through agent and customer engagement, while lowering cost, with clarity and logic.THE BALANCE PROCESS +
It’s the most accurate measure of customer perception ever introduced, and through the application of the Balance Process, those perceptions are perpetually improved.
Engaging, helpful, fun; the Balance Process gives your agents the tools they need to accurately, empathetically and efficiently resolve your customers concerns.
Improve costs through the reduction of repeat customer contacts, lowered handle time and improved agent attrition, all while enhancing the strength of your brand.