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The Value of Open Ends – Never Survey Without Them!

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… Read More

“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

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… Read More

Voice Driven Research Improves Call Center Performance

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… Read More

Four keys to better measure call center CX

survey methodology and system design needs to align to the unique aspects of customer care call center management.

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

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