Month: June 2022

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 email, and using social media. This puts even more pressure on companies to assess and manage customer […]

Written by on June 27, 2022

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 complete response? The best answer is to give consumers a feedback channel that matches their individual needs. We have […]

Written by on June 22, 2022

Four keys to better measure call center CX

Customer support call centers continue to be one of the most influential customer experience (CX) touch points in your customers’ journey. Designing and executing customer experience call center CX feedback systems should be one of the highest priorities in any enterprise CEM solution. Unfortunately, for many brands, a one-size-fits-all methodology has been used to develop […]

Written by on June 7, 2022

Omni-channel CX is Incomplete Without IVR

Can you have a successful omni-channel CX without IVR? The short answer is No. I recently attended a large customer experience (CX) conference and it surprised me how many companies believed they have mechanisms in place to monitor their omni-channel CX. Many of these companies have call centers that field hundreds of thousands of calls […]

Written by on June 3, 2022

5 Tips to Improve Post-Call Center IVR Surveys

Using the right survey tools is important to close the loop on call center interactions. However, using the right survey formats and following IVR survey design best practices is equally important. A poorly structured survey is worse than useless; it can create misleading results that skew the findings so you get a false perspective on […]

Written by on June 1, 2022