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CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools.   |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
December 1, 2007
Marshall Lager |
Getting Connected with Surveys Covad achieves fat customer satisfaction with HyperQuality, an email-based survey product. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
November 27, 2015 |
ResponseTek Introduces Listening Lab ResponseTek's Listening Lab self-serve product empowers users to create and deploy ad hoc surveys. |
Entrepreneur
January 2007
Melissa Campanelli |
Survey Says Do them right, and online surveys can be cost-effective marketing and information-gathering tools for businesses. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
CRM
January 1, 2006 |
Secret of My Success: Hughes Network Systems Broadband satellite network provider Hughes turns to Perseus Development to take customer satisfaction surveys to the outer limits. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
September 1, 2005
Colin Beasty |
Surveys: A Dying Breed? Enterprise feedback management (EFM) solutions are replacing the old-school method of customer feedback. |
CRM
April 2012
Leonard Klie |
Customer Feedback Falls on Deaf Ears Only 35 percent of comments ever get a response. |
CRM
February 2007
Colin Beasty |
Feedback Mountain Enterprise feedback management solutions are replacing conventional surveying tools as companies seek a centralized surveying framework that leverages all data. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
CRM
December 2010
Koa Beck |
Changing the Mobile Channel Mobile service is finally catching on with consumers of all ages -- but not everyone is embracing the same methods |
CRM
May 12, 2015 |
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. |
CRM
July 2015
Patrick Gibbons |
Survey Says: Less Is More New tools make us less reliant on surveys, but that doesn't mean they have to go away |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
PHONE+
October 21, 2009
Amanda Berkey |
Text Your Way to Marketing Success Here are some examples of how text messaging can be used to target and communicate with customers in a business-to-business setting. |
CRM
January 2011
Lauren McKay |
Collecting Feedback Makes Cents A financial services firm invigorates its VOC program to better understand its business -- and its customers |
Financial Advisor
December 2006
Pomering & Littlechild |
Using Client Feedback To Unlock Client Value How can you use client feedback to unlock client value in your financial advisory business? |
CRM
May 17, 2013
Lane Cochrane |
All Customer Feedback Is Not Created Equal Voice-of-the-customer data has come to represent a broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, and call center verbatim, all the way through to social media. |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CFO
July 1, 2006
Russ Banham |
Angry and Bored? You Must Be a Customer Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. Online surveys offer speed and convenience to both the companies creating them and the customers responding to them. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
The Motley Fool
August 2, 2010 |
Sprint's Hidden Upside Sprint Nextel reported earnings last week, and one of the big points of the conference call was what CEO Dan Hesse called a "two-and-a-half-year companywide obsession" with customer satisfaction. |
Entrepreneur
July 2004
Amanda C. Kooser |
You Can Take It With You Use your mobile phone even while abroad. |
CRM
September 1, 2009
Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
PC Magazine
August 31, 2005
Jamie M. Bsales |
Easy Answers RSVMe is a free e-mail add-on that will help you get feedback from colleagues more efficiently. |
InternetNews
January 5, 2010 |
T-Mobile Doubles 3G Speed, AT&T Follows Suit Just in time for the Nexus One, T-Mobile has doubled its network speed. Will it help? |
Energize
June 2012
Susan J. Ellis |
Why Do We Love Volunteer Satisfaction Surveys? How did we arrive at this particular method of assessing success with volunteers? Do such surveys reveal anything meaningful about the value of volunteer contributions? |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
Bank Technology News
June 2009
Michael Sisk |
Find and Nurture Your Biggest Fans Banks are focusing their attention on the so-called "advocates" among their clientele; these customers not only buy more products and services, but they also recommend the institution to friends and family. |
ONLINE
Sep/Oct 2002
George R. Plosker |
Conducting User Surveys: An Ongoing Information Imperative Remaining relevant to users is critical to library survival. What better way both to ascertain what users desire and to inform them of capabilities they are unaware of or don't use? Practical tips and suggestions on how to go about doing such a survey |
CIO
March 15, 2004
Richard Pastore |
The Number-Two Priority - From The Editor There's disconnect between how high you rank external customers on your priority list and how much time you actually spend with them. |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
March 1, 2006
Colin Beasty |
Business Problem: A Company Has Little Insight Into Timely Customer or Employee Feedback Tech Solution: Web-Survey Systems -- These surveys can be used not only for customers, but also for employee feedback, training assessment, or anything that requires insight about a specific topic straight from the end user. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
CIO
June 9, 2009
Gary Beach |
Text Messaging at Work Text messaging may drive top-line results, such as improving customer satisfaction. |
InternetNews
July 22, 2010 |
T-Mobile Could Get Next iPhone Contract: Report Everyone has assumed that Verizon would eventually be the next U.S. carrier for Apple's iPhone, but at least one Apple-centric blog says it might be underdog T-Mobile who lands this huge contract. |
InternetNews
July 31, 2009 |
SMS, iPhone, Android Under Attack at Black Hat A series of researchers take the stage showing both operating system and carrier issues with SMS security. |
CRM
January 1, 2007
Colin Beasty |
Secret of My Success: Breaking News: A CRM Success Story The Cincinnati Enquirer turns to WebSurveyor to help guide its editorial direction. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
Bank Technology News
January 2010
Michael Sisk |
Texting The Call Center Many banks offer text-based alerts around account balances, but two-way interactions are generally limited to transactional information; and capabilities have not progressed much in the past year. Now there are signs that consumers are growing disenchanted. |
PC Magazine
September 1, 2009
Jamie Lendino |
Send Free Text Messages Via E-Mail The person receiving the message still has to pay for these - but you won't have to, and that's what counts, right? |
CRM
August 28, 2015
Leonard Klie |
OpinionLab Introduces Summer 2015 Release of Its Voice-of-the-Customer Solution Brands are empowered to connect consumer feedback gathered through digital channels with specific physical locations. |
Registered Rep.
September 25, 2014
Anne Field |
Listening In Getting honest feedback helps you fine-tune your practice, fix mistakes and keep clients engaged. |
