Nicereply & EvaluAgent Partner To Help Customer Service Teams

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Nicereply and EvaluAgent form a partnership to help contact centers and customer service teams make more their customer feedback and quality assurance programmes

Nicereply has entered into a partnership with EvaluAgent, bringing two best of breed solutions together for the benefit of fast-growing customer service teams. EvaluAgent and Nicereply share a common mission to help contact centers measure their performance and delight their customers.

With the launch of this partnership, users of Nicereply and EvaluAgent will be able to close the loop between the voice of the customer and internal quality scores without the need to change survey supplier or invest in additional technology. For the first time, customer service and sales teams will demonstrate the impact of Agent feedback, coaching and training programmes on CSAT/NPS scores and ensure that Agents’ expectations align with what is viewed as important by customers.

“We’re enabling our customers to make more of their customer feedback. This premium integration is the first in an exciting roadmap of integrations and will enable customer support teams to be able to view their customer feedback & survey results alongside their internal quality scores. We’re excited to be embarking on this new chapter with our trusted partner Nicereply whose experience and enthusiasm matches our own,” said James Marscheider, CCO of EvaluAgent.

In addition, some may use survey results to prioritize which conversations are evaluated by their quality assurance teams to ensure only the best or worse conversations are analyzed.