Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

TechSee

DECEMBER 5, 2017

Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a customer satisfaction metric and an alternative to traditional loyalty surveys.

Contact Center 116

Contact Center Technology Self service Call Center 116

Connecting the Dots

AUGUST 1, 2015

Gerry Katz states in his December 2013 Quirks article that some analysts have hijacked the term voice of the customer by completely misusing it. 1 McInnes and Carroll introduce enterprise feedback management and define it primarily as surveys, complaints and social media inputs.

Big data 62

Big data Consulting Consulting Enterprise 62

CSM Magazine

JULY 28, 2015

The Philippine’s BPO sector is the fastest growing industry in the country with 900,000 Filipinos employed full time in 2013 providing an estimated 1.3M Customer Satisfaction Surveys. Always move a live call into a mobile C-SAT survey that can be completed at the customer’s convenience. new jobs in the IT / BPO sector by 2016.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Technology has come a long way since 2013 when CEB published the book.

Coaching 72

Coaching Banking Customer effort Wireless 72

Voxjar

JUNE 8, 2021

Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. The next two vendors will hopefully introduce you to a new approach to quality assurance in your call center, powered by artificial intelligence and big data. Founded in 2013. Based in Austin Texas.

Call Center 51

Call Center Analytics Enterprise Sales 51

aircall

MARCH 19, 2021

And out of those who do practise data collection, only 12% analyze it. This is because, with Big Data being so, well, big, it can become overwhelming to process. In 2013, Adobe had reported that people were able to hack their system.

Sales 62

Sales CRM Marketing Best practices 62