by Alan Weaser | Apr 7, 2017 | Voice Of The Customer® Blog
A white paper discussing that surveys such as VIRTUATell’s IS the “missing link” when using technology analytics. Using Analytics alone, is like looking at a house through a letterbox! We suggest; Analytics is an overview only – customers are individuals Analytics...
by Alan Weaser | Apr 1, 2017 | Voice Of The Customer® Blog
Topdanmark increases knowledge about danish customer satisfaction and loyalty drivers using VIRTUATell ’s automated surveys The Challenge As Denmark’s second largest insurance provider, Topdanmark is constantly under pressure to ensure that it maintains its position...
by Alan Weaser | Mar 25, 2017 | Voice Of The Customer® Blog
British Gas installs VIRTUATell’s automated customer survey solution, to capture the “Voice of their Customer”, from three and a half million calls per month. London, England January 2010 In 2007, Phil Bentley, the Managing Director of British Gas, stated that...
by Alan Weaser | Mar 18, 2017 | Voice Of The Customer® Blog
What is The Next BIG Thing In Call Centres ? A Solution That Delivers: Increased Customer Satisfaction Increased Agent Satisfaction Increased Revenue, and Reduced Costs This is a article that was published by Dr. Jon Anton, Director of Research, Purdue University...
by Alan Weaser | Mar 11, 2017 | Voice Of The Customer® Blog
Most firms say they are looking to concentrate on better customer service to survive tougher market conditions, yet a woeful number have failed to even gather the right data identifying who exactly their customers are. By Stuart Lauchlan, news and analysis editor...
by Alan Weaser | Feb 25, 2017 | Voice Of The Customer® Blog
The Challenge Call queue lengths, lack of ownership, poor resolution and lack of agent knowledge, were comments we were receiving from our customers. Whilst ntl had always strived to provide the best service to our customers, the previous model had not maximised the...
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