Are you capturing and measuring the real customer experience? How do you know?
Customer feedback surveys are great because they can be objective and easy to implement.
But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers.
According to CallMiner, companies may have 45 times more phone calls than survey responses per year. So companies have a lot more call data than customer feedback data—and these calls are the raw, unfiltered reality of customer experience.
However, unlike customer feedback from surveys, calls are complex—they involve customer personas, situations, and subconscious cues. Speech analytics can help you view this rich data.
• The difference between all data versus representative samples—and how research sampling facilitates accurate analysis.
• The value of specialty metrics like Contact Branding, Persuasion, and QCI™ Scores.
• How Customer Service Branding can help you get more value from associates, software, and everything else you have in place.
At Interaction Metrics, we see that customer experience (CX) is complex. If you fail to acknowledge that complexity, you fail to capture the heart and soul of the customer experience.
To learn about an approach to CX that accounts for—rather than flattens—CX complexity, check out our Slideshare, “Take CX Seriously.” It’s been viewed nearly 10,000 times since we uploaded it last month.
Interested in what Interaction Metrics can do for your customer feedback methods? Learn more here.