Fonolo

AUGUST 28, 2018

Our favorite chart: 2018 Front Office BPO Omnibus Survey. Vertical markets in the sample base included: retail banking, insurance, health care, government, retail/e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. We wrote about it here: Survey Shows Growing Popularity of Call-Backs Among BPOs.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. Poor survey design I've seen more poorly-designed surveys than I care to admit. Marketing questions should be saved for marketing surveys. I'll just simplify my response: " Just don't."

VOC 58

VOC Social Media Start-ups Customer Loyalty 58

Qualtrics

JULY 9, 2019

Since July 2007, hospitals have been required to collect, submit, and publicly report patient satisfaction surveys through HCAHPS in order to receive their full Medicare reimbursement. Unfortunately, HCAHPS surveys can only be administered through one of the following methods: Mail only. Telephone only. But it is inaccurate.

Healthcare 33

Healthcare Hospitality Hospitality Social Media 33

InteractionMetrics

APRIL 12, 2016

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. After all, as Seth Godin said in a recent blog : “If you’re not going to read the answers and take action, why are you asking?” Don’t let your customer survey comments be a sunk cost.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

ProProfs

JANUARY 6, 2022

After reading this blog post, you’ll learn how to design, structure, and run a successful in-house training program. Take a sample of your employees, either existing or new hires, and let them sit through a short training session. Also, since you can use the same materials and learning methods, you can ensure consistency in training.

Start-ups 52

Start-ups Compliance Sales 52

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. Poor survey design I've seen more poorly-designed surveys than I care to admit. Marketing questions should be saved for marketing surveys. I'll just simplify my response: " Just don't."

VOC 32

VOC Social Media Start-ups Customer Loyalty 32

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. What type of scoring method should we use? This can be hard to sustain — and frankly after surveying the quality software scene, you’ll quickly realize there are tools out there at a reasonable price that do all of this for you. Questions abound.

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Comm100

NOVEMBER 20, 2015

68% of those surveyed in the 2013 Customer Rage Study said that they were very or extremely upset about how companies responded to their complaints –and we all know that asking a customer to hold is a huge part of that. The post 6 Rules for an Effective On Hold Message Script appeared first on Comm100 Blog.

Start-ups 40

Start-ups Customer Service 40

Qualtrics

MAY 12, 2021

What are the best design research methods? Your research team will ask a representative sample number of customers open and closed questions to gain both qualitative and quantitative answers. Typical ways of conducting primary research are through customized surveys, focus groups, and interviews.

Sentiment Analysis 26

Sentiment Analysis Start-ups Social Media Actionable Insights 26

ProProfs

DECEMBER 5, 2022

In this blog post, you’ll find everything you need to know to develop and execute a winning talent assessment strategy. We’ll start by learning about what talent assessments are, their benefits, and the various methods to conduct them. . Best Talent Assessment Methods. Aligning new employees to best-suited roles . Skill Tests .

Start-ups 52

Start-ups Sales Customer Relationship Management Business Growth 52

ProProfs

DECEMBER 1, 2021

We’ll learn more about them later in this blog so stay with us. For this, you can deploy different types of online employee surveys to gauge their needs. Sample training feedback survey questions: To what extent does the training session description match the actual content of the session? Learning is an experience.

Healthcare 52

Healthcare Compliance Start-ups Education 52

Qualtrics

NOVEMBER 10, 2020

Sample Size Calculator. You need to create surveys for a number of people so that they are representative of your target audience, but you don’t know how many. Use our sample size calculator. and it’ll calculate the sample size you’ll need within seconds. Preferred method of communication. What do you do?

Social Media 55

Social Media Non-Profits Education B2C 55

Qualtrics

JUNE 19, 2019

If you don’t go into the process with a clear goal and methods, you’ll likely come out with skewed data or an inaccurate picture of what you were trying to accomplish. With Qualtrics survey software , we make the survey creation process easier, but still you may feel overwhelmed with the scope of your research project.

Entertainment 40

Entertainment Manufacturing Start-ups Retail 40