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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

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

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