customer feedback
Are You Thankful for Your Customer Feedback Tool?
With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via...
Don’t Equate Silence with Satisfaction
As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
Getting Closer to the Customer
One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer...
Giving Customers a Voice in Quality Monitoring
The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...
Inside View: HomeServe USA
In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
Add Customer Feedback to the Quality Program
How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...
Lost Art of Asking Questions Is Priceless
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society...
When Retaining Customers Is Worse Than Defecting Customers
You are a bad customer. We are all bad customers… now. Or we at least have greater potential to be bad customers. Many years...
