MattsenKumar

FEBRUARY 3, 2023

As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This not only helps to improve CX but can also help to increase customer loyalty.

Mystery Shopping 52

Mystery Shopping CX Contact Center Social Media 52

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. These shortcomings do affect the service quality. “A This is a vast difference having a huge impact on service quality.”

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

InteractionMetrics

MAY 28, 2019

Qualtrics, the dominant survey software platform defines Customer Listening as, “a term that describes your customer’s feedback about their experiences”. That definition (while prevalent among customer feedback discourse) omits the crux of what Customer Listening is. Customer Listening: A Better Definition.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

InteractionMetrics

JULY 22, 2019

Modern companies should streamline their customer feedback and link customer information to their surveys. A recent study of patient complaints, 96% are related to customer service, while only 4% are about the quality of clinical care or misdiagnoses.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

InteractionMetrics

JULY 22, 2019

Modern companies should streamline their customer feedback and link customer information to their surveys. A recent study of patient complaints, 96% are related to customer service, while only 4% are about the quality of clinical care or misdiagnoses.

Mystery Shopping 40

Mystery Shopping Hospitality Hospitality Healthcare 40

CX Journey

NOVEMBER 2, 2016

Don’t let that be the thing that keeps you from listening to and understanding your customers and the experience they expect. Here are some activities you can undertake without a consultant in order to understand the experience that you’re currently delivering to customers. The company or the customer?

Mystery Shopping 67

Mystery Shopping Customer Experience Contact Center Customer Feedback 67

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132