Customers have come to expect more from brands as more digital communications and service channels become available for marketing and customer outreach. Today, customers can interact with vendors through their call center, their web site, via chat, via… Read More
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Last Updated: July 18, 2019 by Walter Good
The Tic-Tac-Toe of Experiential and Operational Data
When evaluating customer experience you need to Integrate and assess both operational data (O-data) and experiential data (X-data). While many organizations are rich in operational data, few have sufficiently acquired and utilized experiential data, yet this X-data is… Read More
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Last Updated: April 19, 2019 by Walter Good
Voice Driven Research Improves Call Center Performance
Customer satisfaction surveys have become an essential part of marketing. Many online sales, telephone support call, and customer exchange is followed by a customer satisfaction survey, and most of those surveys are absolutely useless. When the customer satisfaction… Read More
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Last Updated: April 18, 2019 by Walter Good
Matching the Survey Channel Makes for Better Customer Service
As the number of customer service channels continues to expand surveying consumers about their customer experience becomes more complex. Which channel is best for customer outreach and follow-up? What’s the best means for consumer outreach to elicit a… Read More
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Last Updated: April 19, 2019 by Jonathan Marcotte
Omni-channel CX is Incomplete Without IVR
Without the right IVR system in place to gain customer feedback, the customer journey is incomplete.
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Last Updated: August 28, 2018 by Walter Good
Four keys to better measure call center CX
survey methodology and system design needs to align to the unique aspects of customer care call center management.
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Last Updated: April 19, 2019 by Walter Good
Multi-channel CX Calls for New Closed Loop IVR Survey Strategies
Customers have come to expect more from brands as more digital communications and service channels become available for marketing and customer outreach. Today, customers can interact with vendors through their call center, their web site, via chat, via… Read More
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Last Updated: April 19, 2019 by Walter Good
Call Center CX Surveys Requires Best of Breed Expertise
The term best of breed has been overused, but the concept of finding the best solution for the problem never goes out of style. When it comes to customer experience (CX) surveying, some call centers ignore the best… Read More
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Last Updated: April 19, 2019 by Walter Good
Voice Surveys Deliver Actionable For Brand Insight
Customer Experience (CX) management continues to be a top strategic initiative in board rooms around the world. In KPMG’s 2017 analysis of Customer Experience Excellence they found that out of 257 brands, the top 25 brands (based on… Read More
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