It’s hard to take a step without being asked to take a customer survey. For years surveys have been the default method of gaining customer feedback, but they’re not always the best tool.
In fact, in 2016, Interaction Metrics examined the point-of-purchase surveys for over 51 of the largest US retailers. Using a set of 15 criteria, this study concluded that the top retailers’ surveys get an F Grade. If such large companies are failing with their surveys, perhaps your surveys have room to improve too?
But did you know, in addition to surveys, there is a way find out how your customers feel without asking your customers! By analyzing the call recordings you are already capturing.
Unsolicited feedback from contact center conversations will provide a wealth of information from your customer’s perspective along with how your frontline represents the brand.
Thursday, September 19, 2019 at 2:00 p.m. EDT / 11:00 a.m. PDT
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For most CX professionals, speech analytics is an unfamiliar technology. It’s most likely associated with the Contact Center which for most CX pro’s is a black hole of mystery and in some cases CX indifference.
Capable speech analytics solutions however offer an incredibly rich source of customer experience detail that cannot be obtained anywhere else!
This guide seeks to educate those charged with improving customer experience on how speech analytics can uniquely empower CX initiatives.