eTouchPoint Releases New Closed-Loop Alerting (CLA) Dashboard
In our 7.13 release, eTouchPoint is launching a new dashboard feature in the closed-loop alerting (CLA) module “Action Alerts”. With this CLA dashboard enhancement, field communities and CX stakeholders can:
- Monitor critical alert metrics like average days to close and % alerts touched in <24 hours
- View % of alerts by status and type
- Determine the most prevalent root causes of alerts
- See which alerts have been open the longest
- Identify the employees with the least and most alerts
With eTouchPoint’s “Action Alerts” module, users receive real-time alerts every time a customer leaves a negative survey response. This real-time engagement enables clients to take immediate action to address customer complaints, track CLA resolution activities by employee or team, and identify systemic issues causing customer dissatisfaction. Using this feature each of our clients can identify and take steps to retain thousands of dissatisfied customers each year.
Author: Connie Harrington
Connie is a content strategist and serves as managing editor of the eTouchPoint blog. Possessing 15+ years of international experience across five continents, her focus areas include: customer experience management, customer contact management, communications planning, content marketing, email marketing, and employee engagement. Previously, she held marketing and communications leadership positions at CGI, Mindwrap, and TEOCO. She earned a B.A., cum laude, from the College of William and Mary in Virginia.