Pointillist

JANUARY 19, 2022

Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Your Customers Aren’t Responding. Survey fatigue is growing. Whether your customers are receiving too many surveys or the surveys themselves are arduous to complete, response rates are dwindling.

Metrics 75

Metrics Wireless Surveys Banking 75

Nicereply

JULY 9, 2020

Nicereply helps businesses collect feedback related to the three most common customer service metrics: Customer Satisfaction (CSAT) – CSAT measures a customer’s feelings regarding a recent interaction. Use this survey in your email signatures, or send it out after a customer service ticket is resolved.

Feedback 52

Feedback Surveys Wireless Metrics 52

Tethr

MAY 22, 2019

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Wireless 67

Wireless Coaching Banking Accountability 67

Tethr

DECEMBER 7, 2020

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time. Step three: Analyze.

Coaching 72

Coaching Banking Customer effort Wireless 72

Clarabridge

JANUARY 24, 2017

Understanding and overcoming common blindspots in the customer journey. You’ve dedicated yourself to understanding your customers better! Maybe you’ve become a survey savant or customer experience evangelist. Watch out for these blindspots in your own customer journey efforts.

Wireless 45

Wireless Metrics Feedback Advertising 45

Answer Dash

APRIL 17, 2020

How to measure, optimize, and scale your customer experience capability Customer experience management begins with understanding your customers and their needs. Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date.

Customer Experience 66

Customer Experience Management Wireless Customer centricity 66

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. Two years ago, EY did a survey where they said that some 41% of respondents were investing in accelerating automation as businesses prepare for the post-pandemic reality.

Technology 52

Technology Self service Contact Center Analytics 52

Pointillist

MARCH 20, 2020

By analyzing cross-channel journeys, you can easily measure results, identify opportunities to improve customer experience and quantify the impact of CX initiatives. The team estimates that rolling out the new automated system to all customers could save $14.1M due to the decrease in the No Show rate.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70