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...
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...
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...
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...
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...
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...
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...
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)...
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...
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...
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...
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...