When customers reach out, there’s a lot on the line

Measure the contact center experience to improve agent performance + drive
customer loyalty

SMG AgentTrack enables brands to:

  • Monitor and coach agents on key performance measures
  • Close the loop efficiently and effectively with real-time alerts
  • Integrate contact center reporting with other CX channels

of buying experiences are based on the customer’s perception of service

of consumers have bailed on an intended purchase because of poor service

of customers would cut ties with a brand over a single bad experience

It’s critical to ensure your commitment to the customer transcends touchpoints and rings true across the brand. SMG AgentTrack makes it easier to monitor agent performance, improve service, and stay ahead of potential issues.

news of bad service reaches more than twice as many ears as praise

lifetime value of a loyal customer compared to the initial purchase

more expensive to acquire a new customer than it is to keep a current one