Updated on August 28, 2018 by Walter Good
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survey methodology and system design needs to align to the unique aspects of customer care call center management.
Updated on April 19, 2019 by Walter Good
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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
Updated on April 19, 2019 by Walter Good
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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
Month: August 2018
Four keys to better measure call center CX
Updated on August 28, 2018 by Walter Good
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survey methodology and system design needs to align to the unique aspects of customer care call center management.
Category: Call Center Training, Customer Experience, IVR Surveys Tags: call center, customer journey, CX, NPS
Why call center IVR surveys of customers is on the rise
Updated on April 19, 2019 by Walter Good
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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
Category: Call Center, Call Center Training, IVR Surveys Tags: call center, customer care
Call Center Silos Are Eroding Omnichannel Success
Updated on April 19, 2019 by Walter Good
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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
Category: Call Center, Call Center Training, VoC Tags: VoC, Voice of the customer
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