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 […]
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 […]
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 […]
Customer experience (CX) research has been experiencing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital customer experience. The historical norm of siloed customer satisfaction survey projects reported on a monthly or quarterly […]
There is nothing like forced isolation to make people want to connect. The shelter-in-place orders being enforced across the country in response to the COVID-19 pandemic are testing all of us to stay indoors and practice social distancing, and many are just tired of sitting around the house. In response to forced isolation, more people […]
It’s amazing the number of IVR surveys that fail to capture true customer sentiment because they don’t include open-ended questions. The best way for call centers to improve their own performance and enhance customer loyalty is with unbiased feedback. The only way to get truly objective feedback is to encourage customers to respond in their […]
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 ratings become targets, then the insight from customer feedback disappears. To be effective, customer surveys need to […]
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 these recordings? Do they really have sufficient value for training purposes to sift through every call, or […]
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