
The majority of companies think it is important to collect customer feedback, according to my recent research into customer feedback management, and they put that feedback to an average of five uses, the top five of which are to improve customer service (75%), to develop customer experience and interaction processes (54%), to identify agent training needs (54%), to improve products (50%) and to...
Read MoreTopics: Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics