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...