It's time to raise the the bar on customer service & customer satisfaction surveys!

Unstructured Data: Start With an Open Mind

We heard a great webinar from Bruce Tempkin at CXPA yesterday about how to gain customer insights from unstructured data. Bruce addressed the cavernous disconnect between limited, multiple-choice responses and the reality of complex customer thoughts and feelings. What We’d Add We’d add that when dealing with unstructured data (call recordings, free-form response Read more…