Quantcast
Channel: Call Center Consultants » Voice of the Customer
Browsing latest articles
Browse All 41 View Live

Don’t waste time on Voice of the Customer Programs

This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe.   Dr. Jodie, we want to implement a Voice of the Customer survey program in our...

View Article


Gallery – 25 Voice of the customer mistakes to avoid and self-assessment

Below are the question pages in image format for 25 Voice of the Customer Mistakes to Avoid eBook and self- assessment. You can download the entire ebook for free in our contact center resource...

View Article


Gallery – 25 causes of customer experience big data dysfunction self-assessment

Below are the question pages in image format for 25 causes of Customer Experience Big Data Dysfunction eBook with Self- assessment. You can download the entire ebook for free in our contact center...

View Article

Gallery – 29 mistakes to avoid with quality assurance programs

Below are the question pages in image format for 29 Mistakes to Avoid with Contact center Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for...

View Article

Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is...

View Article


Why QA must generate a company score beyond VoC

“As part of your QA process, are you generating a score for the company?” is one of the questions included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The e-book includes...

View Article

Do customers need more empathy

Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to...

View Article

How courtesy can undermine agent performance

How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’...

View Article


Why you should not grade agent professionalism

Why you should not grade agent professionalism is one of many topics for discussion you will find in the self-assessment and e-book 29 Quality Assurance Mistakes to Avoid.In the self-assessment the...

View Article


Quality investments are like Granite Countertops

Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had! There is...

View Article
Browsing latest articles
Browse All 41 View Live