Speech analytics is quickly becoming recognized as a vital part of a successful business In a survey conducted of 500 company decision makers by Uniphore Software systems in the first quarter of 2016, the majority of those companies said they expect to increase their spending and investments in[...]
According to Microsoft General Manager Bill Patterson, customer experience has become the defining factor for a business, rather than price or product In fact, 89% of companies will compete with one another solely on customer experience basis in 2016, as opposed to just 36% in 2010 And[...]
Call quality monitoring and assurance in the call center is essential in today’s business environment where finding the voice of the customer is standard practice in order to meet the growing needs of the customer base In the past, basic call recording was used to record calls and manually[...]
It may seem cliche, but we're going to do it - a list of resolutions that companies are making, or need to be making, in the upcoming New Year in order to stay ahead of the game What would New Year's be without a few established goals, after all! 2015 Customer Experience New Year's Resolutions: 1[...]
There is a local inbound marketing agency here in Vermont that we have a great amount of respect for, and who just recently published this article on the best customer service steps that should take place after a sale is made Many of the steps focus on listening to your customers' needs, which is a[...]
According to a recent study, conducted by Harris Poll on behalf of ClickSoftware, which polled 2,051 US adults, they're mad!Take a look at these stats Due to their frustrations around poor customer service: 35% of those surveyed said they have cancelled their service or stopped using that brand[...]
Every successful business is one that pays attention to its customers Without listening to customers, there is no hope of getting the answers that are necessary to provide the highest quality customer service The voice of customer metrics that you use are important to the overall customer service[...]
Self-analysis is crucial for all businesses Quality products or services are one thing, but customer experience and perception is also equally detrimental when it comes to sustainable growth and longevity of the business Two decades ago, in depth analysis of the customers experience and the quality[...]
Last week we shared some research-based statistics on The Age of the Customer Experience, and how this relevant industry trend is affecting business process and outcomes from a financial and credibility stand-point Here is a look at the customer experience from the customer’s perspective,[...]
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