Tag: best practices

Survey length doesn’t matter

Survey length doesn’t matter

One of the questions we are frequently asked by clients is: “Is our survey too long?”  Our reply is that the survey length doesn’t matter.  Well, it does matter a little bit, but we have found that if you… Ask the right questions of the right people, utilizing the appropriate methodology, that survey length really …Continue Reading

5 Tips For Leaving A Memorable Last Impression With Consumers

Filed in Blog, Call Centers, Customer Service by on April 9, 2013 1 Comment
5 Tips For Leaving A Memorable Last Impression With Consumers

You never get a second chance to make a first impression.  Nobody knows that more than contact center professionals.  Most consumers do not take the time to call your company with a question or complaint and those who do will most likely only call once in their lifetime.  So you only get that one opportunity …Continue Reading

Case Study: Email Quality Monitoring-You Don’t Know What You Don’t Know

Filed in Blog, Call Centers, Customer Service by on March 5, 2013 1 Comment
Case Study: Email Quality Monitoring-You Don’t Know What You Don’t Know

A client of ours has been conducting quarterly studies with us to keep a pulse on their consumer satisfaction scores throughout the year.  Their scores were high and comparable to other companies in our benchmarking database.  However, our client wanted to move the needle from good to great. The Challenge:  You don’t know what you …Continue Reading

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Based on extensive benchmarking data that we have gathered at The Center For Client Retention, Food & Beverage call centers rate higher than other industries in demonstrating appreciation to their consumers.  Other industries included in this comparative data are healthcare, beauty-care, pharmaceutical, consumer packaged goods companies and a broad category of miscellaneous industries. How much …Continue Reading