Case Study: Multilaser achieves real-time service quality measurement with Survey Dynamix

Multilaser - Customer Case Study

The customer, Multilaser, is a major Brazilian electronics and technology company that required a solution to manage the quality of service in its large, 250-agent contact center. The vendor, Survey Dynamix, provided its customer feedback platform to help them measure and improve their customer support operations.

Survey Dynamix implemented a system that enabled Multilaser to monitor service quality in real time, tracking the performance of both the overall operation and individual employees. This allowed the company's management to make quick corrective actions and recognize agents providing excellent service, greatly enhancing their operational responsiveness.

Multilaser

Gerlane Pedroso

Planning Coordinator