Customer Relationship Metrics

MAY 8, 2017

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? How will the survey results be used?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

SmartAction

MARCH 7, 2023

These actions might include updating a particular communication point or proactively reaching out to a customer, informing them about their account, a transaction or other notification. This intelligence prompts recommendations for actions that companies can take.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

SmartAction

APRIL 4, 2023

Conversational AI – exemplified by Complex Voice interactions – is clearly where the industry is heading, with chatbots and voice assistants coming together to enable human-level dialogue capabilities. It’s gratifying to see that the New York Times agrees with us!

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48