Contact-Based Customer Satisfaction Measurement

The contact center is the most reliable sensor an organization has to determine real-time customer needs. Improving its agility can put the organization back in the driver’s seat.

Poor information quality in your call center may be hiding your valuable customers. They don't like it, and you can't afford to tolerate it.

Customer feedback is one of the most powerful resources available to any enterprise. Contact centers provide access to this information and allow businesses to find the keys to customer satisfaction.

Five common characteristics can be found in successful, evolving contact centers around the world.

What does it take to reach world-class status in knowing what your customers want? Identifying and measuring customer motivations and tying them to business goals can help harness the voice of the customer and increase an organization's competitive response.

Call center industry performance standards may not mesh with customers standards for service excellence. Identifying the gap between the two and using new tools to close the gap can boost customer satisfaction and loyalty.

It doesn't matter how well you think your center is serving customers if the customers don't agree. Here's how you can get more information-and from more customers-and get more value out of it.

John Jennick, Egg's head of customer experience measurement, describes how capturing customer feedback during "moments of truth" has enabled the English bank Egg to create customers for life.

No other call center metric has as big an impact on call center costs -- and customer satisfaction -- as first-call resolution.