Yearly Archives: 2017

Do customer surveys really give us the insights we need?

Have you experienced disconnects from reviewing customer survey forms versus what really happened during the interaction? How biased do you feel the sampling is for those customers who return customer survey forms? What if you could analyse what really was said during a call and for 100% of the calls? Interaction analytics is an exciting and […]

Do your people really know the services you sell?

As I launch into setting up my own business as an independent, you start to appreciate the range of providers you need to contact to get things going – ASIC, accountant, Domain registration, insurances, data and phone services, accounting software, productivity tools, website hosting …. The list goes on. In the past week I must […]