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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Posted: July 18, 2019 by Walter Good
“Your Call May Be Recorded…” But Who Listens?
How many times have you contacted a call center only to be greeted with an automated voice that says, “This call may be recorded for training purposes”? Recording inbound calls have become routine. However, does anyone really use… 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: April 19, 2019 by Walter Good
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
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Last Updated: April 19, 2019 by Walter Good
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
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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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