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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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: 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: 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
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
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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