In previous blogs I’ve offered my thoughts on how best to use Voice of the Customer feedback to create a robust framework for agent reward and remuneration.
Voice of the Customer is an extraordinarily powerful tool for managing service performance, improving process and even changing the culture of an organisation.
ServiceTick ranked the 288th fastest growing technology company in the Deloitte Technology Fast 500 EMEA 2014.
In an earlier blog I explored the five compelling reasons why customer feedback is a sound basis for measuring and managing agent performance.
ServiceTick attributes its 600 per cent Revenue Growth to Innovative Technology and growing focus on customer experience.
Last week I sang the praises of IVR surveys as the most effective means of gathering the customer feedback that allows you to measure and manage agent performance.