May 4, 2017 May 2017: Dedicated to Improving Customer Service & Measuring CX ROI Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress,...Read more By Martha Brooke
July 31, 2014 NYC August 20: The Future of Customer Service Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on...Read more By Martha Brooke
July 3, 2014 Bob Thompson’s Hooked on Customers: Companies Listen Up! The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right...Read more By Martha Brooke
April 2, 2014 Current State of Customer Service: 55% 55%: As of March 31, 2014, we’ve calculated the current Quality of Customer Interaction (QCI™) Benchmark Score. We’ve been tracking this cumulative measure of customer...Read more By Martha Brooke
January 21, 2014 Current State of Customer Service: 54% Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of Dec....Read more By Martha Brooke
September 25, 2013 Customer Service Still Gets a Failing Grade Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of...Read more By Martha Brooke
August 19, 2013 NYC | Customer Service Experience Conference Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to...Read more By Martha Brooke
June 22, 2013 Customer Service Gets a Failing Grade Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of...Read more By Martha Brooke
