PALCX

Maximize Customer Service Agent NPS and S4X Scores

Overview

PALCX is a Personalized Expert Digital Assistant that helps guide your CX Agents to better communicate with chat users. CX provides each Agent with customized suggestions and directions to improve customer service proficiency which helps to maximize customer satisfaction scores and overall business reputation from external reviews and ratings sources.

PALCX QuickLook

Access Expert CX Insights

Understand Your Agent Proficiency

Get agent-level overview customer engagement CX proficiency.

Get Personalized Improvement Roadmap

PALCX gives each agent a personalized roadmap on the dimensions they need to improve to become better.

Agents Have Personalized Tips

Agents Have Prescription for Improvement

Each agent will have detailed direction on the specific activities and/or engagement traits that need to be improved to improve overall agent scores.

View Detailed Charts and Graphs

Agents can have a visual perspective on the activities and traits they should improve.

Managers Have Progress Reports for Each Agent

Managers Have Agent-Level Reports

All managers will have line item-level insights into which agents are improving, and what dimensions each agent needs to work on to continue to hone their proficiency.

Managers Have Management Roadmap

PALCX serves as a “cheat sheet” that makes each manager’s job significantly easier by providing empirical detail on what needs to be improved upon by each agent.

PALCX Case Study

INDUSTRY

Retail

BPO client Brand, a Large Home Improvement Chain, Needs a Better Customer Service Workflow

PROBLEM: a Large Home Improvement Chain needs to help their Customer Service Agents become more proficient quicker and to improve NPS.

SOLUTION: BPO brings in PAL as a Vendor Partner to implement CX solution. CS Agents obtain prescriptive answers from PALCX to more quickly resolve customer issues and improve NPS.

RESULTS: Agents became proficient quicker, resolved their engagement with customers sooner, and obtained the desired NPS improvement.

First Contact Resolution Increase
21%
Reduction in Average Handle Time
35%
Increase in NPS
20%