Category: Best Practice

Creating Customer Connection with Digital Post-call Surveys

Getting accurate, real-time customer feedback can be invaluable for any organization, and most companies rely on interactive voice response (IVR) to poll customers about their experience. The flaw in this strategy is that consumers have come to loathe IVR post-call survey systems. In the age of e-commerce, companies have increasingly relied on delivering a digital […]

Written by on January 16, 2023

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 CX rankings) achieved double the revenue growth of the top 25 Fortune 500 companies. That’s why more brand leaders […]

Written by on September 2, 2022

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 option available and use whatever survey solution is bundled with their call contact center platforms. When you consider the […]

Written by on July 17, 2022

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 critical to enabling today’s companies to be disproportionately rewarded for delivering great customer service. To get a […]

Written by on July 14, 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