CCNG

DECEMBER 20, 2023

For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%). Think HAL, the sentient computer from "2001: A Space Odyssey.”) We don't believe that R2D2 will replace the human agent anytime soon.

Call Center 195

Call Center Chatbots CCNG Technology 195

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Imagine customer experience as a bank account. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Surveys 82

Surveys Banking Accountability Consulting 82

Voxjar

JUNE 8, 2021

Founded in 2001. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. Klaus has an easy sign up process that does not require that you speak with sales to launch an account. Scorebuddy QA. scorebuddyqa.com. Based in Dublin Ireland. Klausapp pricing.

Call Center 51

Call Center Analytics Enterprise Sales 51

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

EPIC Connections

NOVEMBER 16, 2017

Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? Are you confused by all the hype around Robotic Process Automation?

Call Center 28

Call Center Enterprise Healthcare Accountability 28

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. So why don't we go around and have you all introduce yourselves to everyone - and say what year you joined the team.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

PeopleMetrics

JULY 24, 2019

Another approach is to base bonuses on having a certain number of completed surveys per month/quarter/year or having a low percentage of surveys returned with customer issues. And what about your basic survey health? Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score.

B2C 61

B2C Benchmark Surveys Feedback 61