As President of PinPoint Research, Good has been responsible for building on PinPoint’s 30-year history of pioneering IVR survey technology and integrating Speech-to-Text solutions to meet the needs of global brands enterprise customer experience solutions.
Posts by Walter Good:
- “Your Call May Be Recorded…” But Who Listens?
- The Tic-Tac-Toe of Experiential and Operational Data
- Voice Driven Research Improves Call Center Performance
- What Do We Mean by Voice of the Customer?
- Matching the Survey Channel Makes for Better Customer Service
- Is Voice Driven Data Capture Part of Your CX Strategy?
- Four keys to better measure call center CX
- Why call center IVR surveys of customers is on the rise
- Call Center Silos Are Eroding Omnichannel Success
- Multi-channel CX Calls for New Closed Loop IVR Survey Strategies