Category: Call Center

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

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 of consumers are more satisfied using the phone to acquire support across most industries, something you could test with […]

Written by on September 25, 2022

Call Center Silos Are Eroding Omnichannel Success

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 of consumers are more satisfied using the phone to acquire support across most industries, something you could test with […]

Written by on August 1, 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

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

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 ratings become targets, then the insight from customer feedback disappears. To be effective, customer surveys need to […]

Written by on April 7, 2022

“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 these recordings? Do they really have sufficient value for training purposes to sift through every call, or […]

Written by on March 24, 2022