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...
Whether you call it ‘removing agent control’ or ‘cherry picking’, the issue of agents selecting which calls (or other interactions) are passed into a...
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...
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...
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...
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...
CSAT Central has been capturing question scores and customer comments, across multiple channels, for some time now. We’ve perfected the real-time delivery...
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)...
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...
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...
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...