Measuring Voice of the Customer (VOC) across Social Media
One thing that the growth of social media as a customer service channel has provided brands is access to a wealth of customer insight, across the public...
Capturing the Voice of your Customer (VoC) across Social Media
A lot has been written about the Social Media revolution over the past five years. We have seen a key marketing channel develop into a very important...
5 Critical Shortfalls of Surveying Customers and How to Avoid Them
We’ve probably all been directed into a customer survey at some point, whether it’s immediately after speaking with a customer service agent, or a few days...
5 Top Tips To Drive your Social CSAT Scores Through The Roof!
Customers who have received excellent customer service on social media are willing to pay 21% more. Isn’t that enough motivation to start taking customer...
Integrating F2F surveys into your multi-channel CSAT programme
It’s interesting how customer requirements can sometimes drive innovation. Here at CSAT Central, we thought that we’d been pretty innovative by combining...
CSAT Central proudly support the UKCCF’s new VOC Awards Programme
CSAT Central is pleased to announce that they are the chosen partner to support the UKCCF in their new Voice of the Customer (VOC) Awards programme for...
5 Steps to Effectively Measuring CSAT on Live Chat
Live chat as a customer service channel may still be in its infancy, but recent studies show that this emerging channel has enormous potential to deliver...
Effective Multi-Channel Agent Evaluation
We joined a really interesting webinar last week, hosted by Netcall, that covered Unanswered Questions on Social Media Integration in the Contact...
ASC Telecom and MWS Group Sign Partnership Agreement
ASC Telecom UK Ltd, part of ASC Telecom AG a leading global developer of innovative software solutions to record, analyze and evaluate communications, today...
Measuring VoC (Voice of the Customer) across Multiple Channels
Customer experience management (CEM) is becoming big business. We are now competing in an environment where retaining customers is just as important as...
Managing ‘Cherry Picking’ Successfully
CSAT Central is a new, dynamic provider of customer satisfaction (CSAT) solutions. We deliver real time insight across voice, web, email and social channels...
Customer Engagement: What’s Next?
‘Data’, ‘social’, ‘analytics’, ‘mobile’, ‘CRM’ – the year 2013 was all about them. Organisations, telcos, solution providers, the government and every...