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...
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...
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...
Live CSAT with Agent Engagement
Everyone now knows the importance of measuring customer satisfaction. Measures such as NPS (Net Promoter Score) have been around a long time and there are...