2006 Call Center Feedback Touchpoint 
GetFeedback
JANUARY 12, 2020
Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Some call it a “ cattle call.” Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect.
Customer Bliss
APRIL 11, 2017
While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. He also did a good deal of 1-on-1s with other senior executives on what mattered to them, and visited stores/spent time in call centers. Work is about people: This goes from CEO to call center.
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Qualtrics
AUGUST 8, 2019
Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. During 18 years at renowned research firm CEB, Matt honed his skills leading the firm’s research divisions for call centers, B2B sales and financial services. And the one customers actually wanted.
Qualtrics
AUGUST 8, 2019
Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. During 18 years at renowned research firm CEB, Matt honed his skills leading the firm’s research divisions for call centers, B2B sales and financial services. And the one customers actually wanted.
Confirmit
MAY 29, 2018
Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. Transactional NPS Scores at key touchpoints, for example post-purchase or after a support call. Harvard Business Review Press ).
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