by Alan Weaser | Nov 15, 2017 | Voice Of The Customer® Blog
CXM experts agree that companies need to consider the customer’s full end-to-end journey, as opposed to isolated touchpoints, if they are truly to understand how they are performing in their customers’ eyes. According to research in the Harvard Business Review, across...
by Alan Weaser | Nov 1, 2017 | Voice Of The Customer® Blog
Did you know all CX survey scores are not equal? Not even close! In order to create a customer satisfaction survey that’s fair, there’s a number of things you have to consider – from the survey questions, to the rating system, to the collection method. In order to get...
by Alan Weaser | Oct 1, 2017 | Voice Of The Customer® Blog
Turn automated telephone surveys on whenever required, using VirtuaTell’s instantly accessible VXML automated telephone survey API for VXML IVR On-demand automated telephone surveys are now available with almost no effort, to anyone with access to a VoiceXML 2.0...
by Alan Weaser | Sep 18, 2017 | Voice Of The Customer® Blog
VIRTUATell are unusual in being capable of conducting automated customer surveys across all contact channels including inbound and outbound phone, email, web, SMS, smartphone and social media. However, unless you use the correct channel in the correct way, your survey...
by Alan Weaser | May 28, 2017 | Voice Of The Customer® Blog
Your company may have spent years building the brand, using hard-earned money to promote ideas and products that you believed in, and now you’re starting to see your market share grow. Customers know who you are and what you stand for. They recognise your brand and...
by Alan Weaser | Apr 24, 2017 | Voice Of The Customer® Blog
At VIRTUATel we know that a good survey doesn’t just use the right questions, it uses the right scale to measure the response. We probably spend 75% of our client setup time on the script and survey scales – it’s that important. But with numerous choices out...
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