2200 Powell Street, Suite 1010, Emeryville, CA 94608 contactus@pinpointresearch.com 800.776.7265

Month: August 2018

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.

Why call center IVR surveys of customers is on the rise

Market pundits have predicted the decline of call centers as a critical component of consumer care.¬† In reality, call centers continue¬†to be the single most important component of consumer care in the digital age. Research shows 69 percent… Read More

Call Center Silos Are Eroding Omnichannel Success

Even though they talk to customers via telephone, email and chat, the most siloed operation in your customer service operation is your call center. Historically, call centers have been segregated from other parts of the organization concerned with… Read More