Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data.
A new technique called sentiment analysis analyzes the conversations you’re already having with customers so you don’t have to pester them with survey requests. This technique can reveal immediately actionable insights, including trends you might miss with a traditional survey.
Air Date: Wed., March 6, 2024 - 10:00 AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Jeff Toister | The Service Culture Guide
Season: 15 | Episode Number: 2
Full Show:
Guest: Jeff Toister
Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service.
Today, he is ranked as one of the Top 30 Customer Experience Professionals in the World by Global Gurus. He's written four books including The Service Culture Handbook, a step-by-step guide to getting your employees obsessed customer customer service.
More than 12,000 customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email.
Over three million people have taken one of his video-based training courses on LinkedIn Learning. His Customer Service Foundations is LinkedIn Learning's most-watched customer service course in the world.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.
