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Successful Teams Live The Customer Experience

Check out a recent article on CustomerThink about having customer service/customer experience teams actually live the real customer experience that is delivered by your company The basic premise is that to deliver a great customer experience and truly understand the process, every employee needs[...]

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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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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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Why Customer Service Phone Calls Can Yield the Best Business Insights

When people actually pick up the phone and call you, (in today’s web and social media friendly world), there’s usually a strong reason Unless your business’ main target market is an older and more mature one, a phone call is a big deal Either it means that your customer[...]

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Improve The Customer Experience With Call Tracking

Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]

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Call Monitoring Is A Great Way To Maintain Employee Accountability

Employees sometimes have to be monitored in order to ensure that they are following standard operating procedures, and providing quality customer service to ensure a great customer experience Although all business owners like to think that they hire only the best employees, it is never something[...]

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Industries with the Lowest Customer Service Ratings

We just read an article on Yahoo!, detailing the industries that have the lowest ratings when it comes to customer service   There are no big surprises, here is the list: Here are the five industries with the worst customer satisfaction 5 Retail - Q2 Customer Satisfaction: 81% 4 Financial &[...]

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3 Negative Phone Behaviors & How to Overcome Them with Speech Analytics

AchieveGlobal recently conducted a worldwide consumer survey about real customer service The survey report, "Why Customers Stay or Stray: Insight From Global Customer Experience Research," reveals how important it is for companies to get the customer experience right Here are a few key findings[...]

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Speech Analytics Best Practices To Extract Key Business Insights

Often, companies see the inherent benefits of implementing a speech analytics solution, but are not totally confident that they have defined their business objectives in order to make the best use of the technology   They also don’t have a firm grasp on the best practices to follow when[...]

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