During internal meetings last week, we got side-tracked on the subject of “the customer satisfaction silver bullet.” As we all know, there is no such silver bullet. A lot of folks talk like they have the only answer. But at the end of the day, it takes a great deal of coordination, information and determination to manage and improve the technology, people and processes that influence customer satisfaction.
Some services and methods help clients optimize the performance of technologies that support customer interactions like IVR and CTI. Some services capture the voice or opinion of real customers after using IVR and other contact center solutions (e.g., CallerBeat™ Real-Time Customer Experience Interviews). But somewhere in all the data provided via remote monitoring, internal measurements, analytics, customer surveys and more, companies find meaningful indicators about how to best manage technology, people and process in way that optimizes customer satisfaction. Does that mean every customer is 100% satisfied after every interaction? Absolutely not. But just because we can’t achieve the goal, doesn’t mean we should stop trying.
And no matter how we come at the issue, there’s always another meaningful perspective and source of actionable data.
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Marla Geary
Awesome post a great source of information. Thanks for this wonderful post.
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If your company has the latest IVR solutions, you would have more customers who would definitely be satisfied with the service you provide.
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