Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Call center agents work in customer-facing roles and, therefore, can make or break the company’s reputation in an instant.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. When you're trying to close the loop, you do not have to protect the identity of your customers who give you feedback.

Customer Feedback 98

Customer Feedback Close the Loop Voice of the Customer Case Management 98

Qualtrics

JULY 18, 2019

But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? Closing the loop with customers is about getting back to the customer after they’ve given you some feedback. Why is it important to close the loop?

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” The answer to keeping your customers happy is simple: close the loop. What is closed loop feedback?

Customer Feedback 71

Customer Feedback CX Close the Loop Sentiment Analysis 71

Qualtrics

JULY 15, 2019

It also gives you the data to link customer experience to value in order to prioritize future business initiatives. There are two popular methods for measuring customer experience: Net Promoter Score (NPS) and Customer Satisfaction (CSAT). NPS measures how likely a customer is to recommend your company to someone else.

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Closing the loop. Closing the loop is highly important. Data Management.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Gainsight

NOVEMBER 18, 2019

This is a massive benefit for SaaS companies because we don’t have to rely solely on surveying our customers to gain a view into CX performance. With data from our case management system (Zendesk, Service Cloud, etc) we can easily measure whether or not we are meeting customer service service level agreements (SLAs).

B2B 12

B2B CX NPS Net Promoter Score 12