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Home / Author page: Guy Whettam

How to Automatically send out SMS Surveys to your Voice Customers

We’ve been working on post-interaction voice surveys for a number of years now. Agents actively pass customers into an IVR survey and harness immediate...
November 28, 2016 0 4

4 Ways to Address ‘Agent Control’ in CSAT Surveys

Whether you call it ‘removing agent control’ or ‘cherry picking’, the issue of agents selecting which calls (or other interactions) are passed into a...
October 4, 2016 0 3

Using a Combination of CSAT Metrics and Text Analytics to Measure VoC

No matter what channel you’re using to gain VoC (Voice of the Customer) feedback, there’s a need to measure both tangible metrics and capture verbatim...
September 6, 2016 0 4

Monitoring Voice of the Customer (VoC), Across All Contact Channels

Following the introduction of text analytics into our CSAT platform earlier this year, we’ve witnessed a revolution in the ability to monitor VoC in...
July 14, 2016 0 2

Capturing Tangible Customer Feedback on Social Media

Over the last few years brands have discovered a wealth of new VoC (Voice of the Customer) insight from social channels. They proactively monitor social...
May 17, 2016 0 2

How to Measure and Compare CSAT, across all Contact Channels

Today, customers have a wide choice of channels to contact us. From more traditional voice and email channels, through to newer online channels like live...
March 7, 2016 0 1

Introducing Sentiment Analysis and Text Analytics for Verbatim Comments

CSAT Central has been capturing question scores and customer comments, across multiple channels, for some time now. We’ve perfected the real-time delivery...
December 15, 2015 0 0

Voice of the Customer: A Dozen Do’s and Don’ts

Voice-of-the-Customer (VoC) has experienced something of a revolution over the last few years. The days of running a generic NPS (Net Promoter Score)...
October 15, 2015 0 0

What’s your NSSA score?

  This is an excerpt from the article: Comparing Social Sentiment with Social CSAT: What’s your NSSA score? Here at Midway Sky we have the luxury of...
August 25, 2015 0 0

UKCCF Member Offer: Free Voice of the Customer (VoC) Solution for Three Months!

Working in partnership with the MWS Group, the UKCCF is delighted to open up this free trial to its full UK membership. We worked with MWS on our first VoC...
July 15, 2015 0 0

Why We Need Tangible CSAT Metrics For Social Customer Service

There’s been a lot written about a social customer service revolution, where we’ve seen social media move from primarily a marketing channel, to a customer...
May 26, 2015 0 1

CSAT, CES, NPS and Other VoC Metrics Compared

Tracking the Voice of your Customer (VoC) has become the norm for most large brands today. Post-interaction surveys across multiple channels now provide a...
April 2, 2015 0 0
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Recent Posts
  • How to Automatically send out SMS Surveys to your Voice Customers
  • 4 Ways to Address ‘Agent Control’ in CSAT Surveys
  • Using a Combination of CSAT Metrics and Text Analytics to Measure VoC
  • Monitoring Voice of the Customer (VoC), Across All Contact Channels
  • Capturing Tangible Customer Feedback on Social Media
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Email: info@midwaysky.co.uk
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In A Nutshell

Imagine having the capacity to accurately monitor and measure customer satisfaction and brand perception, simultaneously and in real-time, across every one of your customer touch-points... Wouldn’t that be something?

We thought so too…

What’s Trending
Agent Engagement Cherry Picking Customer Engagement Measuring Customer Satisfaction Multi-Channel CSAT Sentiment Analysis Social Customer Service Text Analytics Voice of the Customer Voice surveys
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Recent Posts
How to Automatically send out SMS Surveys to your Voice Customers
November 28, 2016
4 Ways to Address ‘Agent Control’ in CSAT Surveys
October 4, 2016
Using a Combination of CSAT Metrics and Text Analytics to Measure VoC
September 6, 2016
Monitoring Voice of the Customer (VoC), Across All Contact Channels
July 14, 2016
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