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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

Omni-channel CX is Incomplete Without IVR

Without the right IVR system in place to gain customer feedback, the customer journey is incomplete.

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

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

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

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