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Home / Author page: Guy Whettam

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...
February 18, 2015 0 0

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...
January 21, 2015 0 0

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...
December 19, 2014 0 0

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...
November 12, 2014 0 0

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...
September 30, 2014 0 0

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...
September 16, 2014 0 0

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...
August 27, 2014 0 0

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...
August 8, 2014 0 0

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...
June 17, 2014 0 0

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...
March 26, 2014 0 0

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...
January 29, 2014 0 0

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...
January 15, 2014 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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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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