Customer
Xperience Blog
The ultimate blog source of experience and knowledge from the Home of the Voice of the Customer® – a VirtuaTell Trade mark
Agents! Why your happiness is good for the call centre business
Valentine’s Day - the day that all call centre agents get celebrated by their employers! No? Did we get this wrong? OK, but you’ve at least been asked by your employer via agent surveys about how you’re feeling, right? WHAT?! Ok, so it’s natural that your employer...
Analytics white paper
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...
Danish Insurance leader chooses VIRTUATell customer satisfaction surveys
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...
Biggest UK Gas company hears the “Voice Of The Customer®” by expanding VIRTUATell ‘s phone and web customer surveys
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...
What Lord of the Rings can teach us about Social Media and Customer Satisfaction
It's sometimes fun to take advice from those... less involved in the customer satisfaction industry, and with the Oscar's this week, we began thinking about what Hollywood could teach us. But whilst Leonardo DiCaprio showed tenacity, it turns out there wasn't much to...
The next BIG thing in contact centres
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...
Experian encourage using good customer data
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...
Just what is omnichannel customer service?
The big questions of 2016: who’s going to win the US presidential election? Will the new Top Gear deliver? And the most important of all: what is omnichannel customer service? Omnichannel refers to the fact that a customer now has a variety of ways of interacting with...
Virgin Media company’s journey to building good customer experience
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...
Charity begins with Customer Satisfaction
For immediate release Date: 24/04/2006 Subtitle: VIRTUATell's customer satisfaction surveys generate charitable donations for The Beacon Appeal. London, England March 27th 2006. - Clients of VIRTUATell, a division of Interactive Voice Response Ltd, and the callers...
Financial Services company listens to The Voice of the Customer ® with automated customer surveys from VIRTUATell
GE Money get a true insight into what call automation their customers want, using VIRTUATell's automated customer survey service, to capture the Voice of their Customer®, via call centre calls. London, England September 2005 One of the largest companies in the world,...
Logistics company uses telephone and email to capture the Voice Of The Customer®
For immediate release To assist in DHL’s drive to acquire multi-channel customer feed-back, VIRTUATell have added web & email capability to their market leading telephone based, customer satisfaction survey service. London, England June 23rd 2005 - VIRTUATell,...
