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Contributed Articles

10 Questions to Ask When Collecting Customer Data

Collecting customer data has been notoriously loaded with a tangle of privacy pitfalls. But when done right, the benefit to your bottom line could outweigh the risks. Leveraging customer data can lead to happier customers, reduced client churn and bigger profits. Gathering sensitive customer information isn’t something business owners should just jump into and make up as they go. Get up to speed with these 10 essential questions to consider before you ask your customers anything.
[Full Article]   Feb-19-2014


Don’t Just Collect Customer Feedback: Listen, Engage and Act

To demonstrate their commitment to the customer experience, many companies collect customer feedback through a variety of channels, from email forms and surveys to social listening and Voice of the Customer (VoC) programs. For too many companies, however, collecting customer feedback is a means to an end – to amass enough data to generate a Net Promoter Score (NPS). Because it provides a quick snapshot of customer satisfaction, the obsession with this rating is understandable, but ultimately shortsighted. Here are three simple steps to get the most out of your customer feedback.
[Full Article]   Feb-19-2014


5 Ways Speech Analytics Can Improve Contact Center Performance

There's gold in quality monitoring, and you can mine it with speech analytics. There's intelligence to be gathered from every customer call, but it's a lot of information to sift through, and actually getting to the most important insights can be costly and time-consuming. Speech analytics is a game-changer because it automates the analysis process, helping to identify the most important patterns and trends in real-time, enabling contact center leaders to take action. Here are five ways to turn up the volume on your quality monitoring by adding speech analytics.

[Full Article]   Feb-19-2014


The Critical Few: Components of a Truly Effective Culture

To sustain a strong culture, enterprises understand that key behaviors have to be actively managed and made visible. Companies with the most effective culture seek out and continually reinforce what Charles Duhigg, author of The Power of Habit: Why We Do What We Do in Life and Business, calls “keystone habits.” A keystone habit, Duhigg has noted, is “a pattern that has the power to start a chain reaction, changing other habits as it moves through an organization.” Companies that recognize and encourage such habits stand to build cultures with influence that goes beyond employee engagement and directly boosts performance.
[Full Article]   Feb-18-2014


14 Must-Read Stats that Emphasize the Customer Experience Imperative

Let’s face it, in most cases, the current customer experience is all over the place. Time for sales, marketing and customer service to come together, get focused and deliver on the elusive consistent customer experience. Need some supporting stats and statements to make your case? Here are 14 for 2014.
[Full Article]   Feb-13-2014


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