LONDON, August 25, 2011 /PRNewswire/ --
Fizzback is proud to announce it has been selected by Virgin Media to enhance their customers' experience and drive performance improvement across their call centres.
Virgin Media is the first provider of all four broadband, TV, mobile phone and home phone services in the UK. The company delivers ultrafast broadband connections as well as the most advanced interactive television service to over half of all UK homes, and is expanding this cable network to reach thousands more people across the country. Virgin Media wants to combine its industry leading services with industry leading customer service from thousands of agents in multiple locations, both internal and outsourced.
The innovative Fizzback solution will interact with customers via SMS immediately after an interaction with a Virgin Media advisor; this will include a verbatim comment which will be automatically processed in real-time by Fizzback's proprietary natural language processor. The resulting analysis is then displayed on sophisticated analytical dashboards to support continuous improvement across the company. This helps all employees to understand what they need to do in order to improve their performance and the customer experience.
Team managers will be able to assess the performance of individual advisors, while voice of customer professionals will be able to quickly and accurately compare and contrast teams and different call centres.
Virgin Media is adopting Fizzback in order to drive continuous improvement which will provide a competitive advantage over other service providers. While similar customer feedback providers simply measure employee performance, by implementing Fizzback, Virgin Media is able to react quickly and tailor coaching and personal development plans at an advisor level. This powerful combination will enable Virgin Media to significantly enhance the customer experience and provide industry leading customer service.
"Fizzback offer a business improvement solution, not just another customer metric. While many suppliers simply introduce a new measure by which to track performance, Fizzback has the ability and commitment to support business performance improvement and work in partnership with us towards our goal of offering the best customer service possible," said Karen Ingham, Director of Quality, Virgin Media.
"We are delighted to have Virgin Media join our ever growing Fizzback family, and to help them align the business behind the voice of customer. The Virgin Media brand is the perfect match for Fizzback; it is synonymous with a high quality product, pushing the bounds of technical innovation," said Rob Keve, CEO, Fizzback.
About Fizzback
Fizzback is the leading software provider for Real-Time Customer Feedback and Customer Experience Management (CEM) resulting in increased customer loyalty and employee performance. The award winning Fizzback solution helps companies listen, respond and act in real-time to their customers' comments. Feedback captured at the point of experience is analysed automatically using natural language processing, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority. Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth. Tesco, Eurostar, T-Mobile, O2 and other major Global Telecommunication companies make up just a part of our ever-growing customer base.
For more info on Fizzback please visit http://www.fizzback.com.
Contact: Mike Cooper, Tel: +44(0)20-7845-0700, mcooper@fizzback.com
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