Findings from the Frontline Supervisor Survey

Contact Center Pipeline

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that they have a great feel for their perspectives.

Customer Surveys Are as Important as Ever!

CX Journey

Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. The good news is that companies are listening through surveys. And give an honest assessment of how long the survey will take to complete.

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Avoiding Pitfalls of Customer Satisfaction Surveys

Customer Relationship Metrics

Where’s the fun in Customer Satisfaction Surveys? In the ebook, Avoiding Pitfalls of Customer Satisfaction Surveys: 19 Questions You Must Ask & 10 myths debunked you’ll learn about things you might have asked before. All surveys will produce results.

New Survey Reveals Shifting Cloud Contact Center Preferences


Based upon the trend in responses to his yearly survey, Stockford is predicting that 58% of contact centers that are now completely on-premises will move to the cloud by 2020. The post New Survey Reveals Shifting Cloud Contact Center Preferences appeared first on Aspect Blogs.

What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

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? How will the survey results be used? How will the survey results be used?

How ecobee Wins Customers With Smart Surveys

Toister Performance Solutions

Ecobee also takes voice of customer (VOC) feedback seriously, and does an impressive job deploying both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. Ecobee and NPS Customers get an NPS survey two weeks after registering their ecobee.

What is a Good Survey Response Rate?

Toister Performance Solutions

It's the most common question I get about surveys. So my clients want to know, "What is a good response rate for our customer service survey?" My advice to clients is to use a different set of criteria for judging their survey responses.

Voice of the Customer is More than Just Feedback Surveys


For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. While surveys are a great way to get feedback, they are only the tip of the iceberg when it comes to a complete Voice of the Customer initiative.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

How to Create Successful Customer Feedback Surveys


Anyone can design a customer feedback survey. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Initial Impressions: You want to make the entire survey process easy for your customer.

The Seven Customer Experience Survey Habits of Companies that Give A Damn

Connecting the Dots

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Improving the Respondent Experience

CX Journey

And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience? Make sure your surveys are mobile-friendly/responsive.

How To Increase Survey Response Rates: The Complete Guide


Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. The post How To Increase Survey Response Rates: The Complete Guide appeared first on Genroe. by M.

Post Call IVR Surveys: Even More Popular But Not That Useful


After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. After a couple of prompted button pushes to enter scores I get the chance to provide […].

Providing a Poor Customer Experience Is Costly

Brad Cleveland

Only 10% spend more with … Call Center Contact Center Customer Experience Customer Relationships Customer Service Customer Surveys Research/Statistics Brad Cleveland customer experience customer loyalty customer relationships Customer service statistics customer surveys SDL

Club Med’s Customer Survey Fail and How You Can Do Better


Best Practices Customer Feedback Customer Feedback SurveysRecently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. On returning to Australia I received the now common customer feedback form. As we enjoyed […].

Study: Surveys On Store Receipts Are "Total Garbage"

Toister Performance Solutions

We've all gotten a survey invitation on a store receipt. retailers included a survey invitation on the standard receipt. The surveys were evaluated to see how useful and engaging they were. How the Study Worked The study assessed surveys based on four criteria.

A Fool Proof Recipe for When To Survey Your Customers


Assuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […]. B2B - Business to Business B2C - Business to Consumer Best Practices

Consumer vs. Corporate Perception – A Clear Disconnect

Brad Cleveland

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

The Complete Guide to Acceptable Survey Response Rates


So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? Survey responses: 17. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe. It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […].

How to Analyze Survey Data in Excel [+Video]


While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. You can use the same techniques and approaches in Excel and in this post, I’ll take you through how to analyze survey data in Excel. Excel is a very good tool […]. Case Studies and Statistics Statistics

Bringing Your #VoC Program up to 2020 Standards

CX Journey

If you're using the same survey you did a year ago, it's time to check that. But listening programs are not just about surveys, and even if you continue to use surveys, there are much more innovative approaches to surveying than a year or two ago.

Can You Afford to Ignore Social Media?

Brad Cleveland

Many … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Social Media American Express Brad Cleveland CFI Group customer experience Customer service statistics Dimension Data Facebook Pew Research

The Age of Agent Engagement


Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. You can view the full report here: Agent Engagement Survey.

We’re Getting Better at Providing Great Customer Experiences

Brad Cleveland

Here’s a toast to doing a better job … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Brad Cleveland customer experience Customer service statistics Forrester Research

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. Are the people who originally designed the surveys still with the company?

What Do Customers Want You to Know?

Brad Cleveland

According to an eConsultancy/IBM study of … Call Center Contact Center Customer Service Customer Surveys Research/Statistics Brad Cleveland Customer service statistics eConsultancy IBMIt is axiomatic that in order to best serve your customers, you have to “know” them.

Webinar: Practical Survey Analysis in Excel


While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe. Excel is a very functional tool and it has the advantage of being on everyone’s desk.

The Pros and Cons of Surveys That Are Critical to Success


When you want to understand how customers perceive your business, its products and its services, a customer survey is often the tool you reach for first. And they can be very useful but you should be aware of both the pros and cons of surveys when using them in your business so that you can […]. Customer Feedback

Survey Data Shows Call-Back Popularity Growing


At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow.

The Key to Happy Agents in the Contact Center


A recent Gallop survey found that actively disengaged employees cost the U.S. The Aspect Agent Experience survey confirmed that engaged call center agents are notably more satisfied at work. Take a look at the full results of the Aspect Agent Experience survey.

Amazing Business Radio: Chad Keck


Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. When should you administer the Net Promoter Score survey?

The Powerful Survey Feature That Drives Customer Loyalty

Toister Performance Solutions

Improving loyalty is a big reason companies survey customers. Customer service leaders tell me confidentially that analyzing survey data is a struggle. There's one survey feature that can immediately improve your results. Add a contact opt-in to the end of your survey.

Customer Engagement Center Capabilities: Agent Empowerment and Engagement


According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Engaged employees are happy employees.

Burgers + Bots = Engaged Employees


Data in the Aspect Agent Survey indicates that simply is not the case. According to the same survey, 64% of agents said adding chatbots would enable them to provide more personalized service for customers. English/US Self-Service Aspect Agent Survey McDonalds NLU self-service

Customer Surveys Are Going Mobile

Brad Cleveland

As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and … Call Center Contact Center Customer Service Mobile consumers customer surveys mobile customer service“Consumers have already decided for us: If you want to connect with them, mobile is the way.”

How to take action with Call Center Analytics

Customer Relationship Metrics

In an environment where “half of the organizations surveyed do not take advantage of analytics to help them target, service, or interact with customers” according to Accenture’s Customer Analytics survey, predictive models have gained the esteem and notoriety, but only by the half that use them.