If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue… 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: January 9, 2018 by Walter Good
Every Customer Touchpoint Is a Branding Opportunity, Even IVR Surveys
Major brands make a big investment in deploying CX and VoC IVR surveys that reach hundreds of millions of consumers every year. Have you ever stopped to consider the impact those IVR surveys can have on your brand?… Read More
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Last Updated: June 18, 2018 by Walter Good
Wanted: Better Qualitative CX Data
If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue… Read More
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