Playvox
FEBRUARY 1, 2024
If you’re not analyzing customer sentiment, you’re only getting part of the story. The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Support is okay.
Beyond Philosophy
DECEMBER 10, 2015
Perhaps requesting an online review, a testimonial, or for the Customer to take a survey could facilitate a Customer-performed rehearsal. I suppose I should state the obvious here: None of this memory rehearsing will work to create loyalty if you provide a lousy Customer Experience. Customers’ Emotions Are Predictable.
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Balto
NOVEMBER 28, 2023
A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be? Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Understanding the customer’s pain points: Was the agent able to comprehend the customer’s issues?
VocalCom
MAY 29, 2017
They may have suggestions as to how call scripts may be revised, what channels need more attention, or how to better assist frustrated customers. An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys.
Customers That Stick
DECEMBER 15, 2014
If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea. See what other customer emotions linger.
Call Journey
OCTOBER 20, 2018
For many organizations, this vast treasure trove of data remains untapped as they rely on post-call surveys, team leader observations, and the limited amount of manual Quality Assurance reviews. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers. Agent Sentiment and Emotion.
Customer Relationship Metrics
JANUARY 11, 2017
To do Customer Experience right, you don’t just need to test different positions or processes. Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. These are the results that are rooted in emotion. And you need to link the customer emotion to people that serve them.
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