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Open the Channels for Customer Communications

Happy Thanksgiving from Vermont! Over the past year we've read many articles, come across a lot of research data, and even heard from our customers about the incredible importance and value that inbound phone calls hold in the overall business strategy As consumers increasingly prefer to interact[...]

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Should Your Call Center Agents Follow a Script?

To script, or not to script That's the million (or billion) dollar question these days We've been reading and hearing more and more that consumers do not want to be spoken to like their robots And as people and consumers ourselves, we have to agree We really enjoyed reading this recent article[...]

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Listening To The Voice Of Customer For Demographic Purposes

Does it make sense to listen to the voice of the customers you are dealing with Of course it does The voice of customer comments can actually potentially tell you something about their demographics We know for example what an older or younger voice sounds like most of the time It doesn't stop there[...]

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Call Scripts and Compliance Ensure Good Customer Experiences

The other day, we wrote an article on how to use script compliance measures to avoid publicly embarrassing mistakes for your company and your employees This conjures up thoughts about the latest Comcast Cable debacle that has played out publicly, like a fast moving fire, through the use of social[...]

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What Makes Customers Mad? How Speech Analytics Helps

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[...]

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Three Tips for Achieving Customer Experience Enhancement

The best way to handle customer experience enhancement doesn't have to be a mystery In fact, we've got three easy steps right here! Pay attention to what your customers expect from you Offering various ways for your customers to provide you with feedback is a great way to get the information[...]

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Customer Call Analysis: What Happened On That Call?

Virtually all businesses have a number that customers can call into and voice their concerns, complaints, or ask questions The content of these calls is very important and fascinating Information that one may find on these calls could be worth a lot more than they may even realize This is why[...]

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10 Surprising Customer Service Facts to Know

Mining calls for key words and phrases will help you discover an incredible amount about your customers, what makes them tick, what makes them buy, why they're unhappy, and what will make them more happy This presentation includes a lot of good statistics on customer actions and preferences, which[...]

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Customer Service Analysis: Keeping Track Of The Report Card

In business report cards can still exist This happens in the form of things like the customer service analysis tests that are run In these types of reports, the information being received details a lot about the operation of the business Satisfaction They always say that the customer comes first[...]

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