PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

Telecommunications 209

Telecommunications Wireless Surveys Feedback 209

PeopleMetrics

JULY 23, 2018

In Lesson 2 , I introduced the primary types of VoC feedback—transactional surveys ( solicited feedback) and social reviews ( unsolicited feedback). The core of most VoC programs, solicited transactional surveys reach out to customers during or immediately after an experience. It is an absolute must. Click here to download the book.

Feedback 72

Feedback Surveys Big data Customer centricity 72

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? Contact PeopleMetrics: About the Author. Perhaps employees should focus on something other than NPS ?

B2C 61

B2C Benchmark Surveys Feedback 61

Eptica

MARCH 31, 2016

Since 2001 Eptica has evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to emails, Twitter, Facebook and web chat. Over half (53%) of the companies were stuck between 40-70% successfully delivered answers. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Outsource Consultants

FEBRUARY 1, 2025

. — CX Partner, Outsource Consultants The Rise of India’s BPO Industry The early 2000s saw exponential growth in India’s call center industry. According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

ClearAction

MARCH 20, 2020

A fabulous source of voice-of-the-customer is your contact center recordings of voice, chat and other interactions. This may be the most customer-centric work you can do in normal times, but certainly during times of crisis when it’s awkward to conduct surveys. This is pure VoC because it’s customer-initiated.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

Toister Performance Solutions

JANUARY 9, 2018

A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day. It's not uncommon for a contact center employee to have to use five to seven different programs just to do their jobs. Employees waste a lot of time at work. It truly was a game-changer for me.

Advertising 27

Advertising Personalization Contact Center Surveys 27

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. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. For commercial licenses you will need to contact their sales team.

Call Center 51

Call Center Analytics Enterprise Sales 51