Will Technology Surpass Human Brains?

The takeaway: While artificial intelligence continues to advance, it does not have the ability to replace humans in situations that require creative and flexible thinking.   Has Artificial Technology Progressed Enough to Replace Humans?   A recent discussion on Engagement Optimization started by Pulkit Jain brought up an unnerving question: Can technology surpass human brains? […]

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Study: Top Retailers Waste Time with Flawed Surveys

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say?   Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s […]

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“The only way to do great work is to love what you do.” Steve Jobs

FidoTrack’s first blog in Engagement Optimization revolves around a simple employee emotion but one that is incredibly absent in today’s workplace; happiness. One can argue about the reasons why it is important or why it is missing, however what is ultimately an undisputable net result of employee unhappiness is disengaged employees.   So why should […]

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3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do.   Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same […]

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A Really BIG Customer Satisfaction Survey No-No

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.”   This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really […]

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Starbucks: Your Customer is NOT Your Guinea Pig

It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […]

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Genius Tips to Improve Your Customer Survey

An Analyst Perspective on Customer Surveys:   Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good.   At Interaction Metrics, we often find that companies assume they’re ready to launch their customer survey as soon […]

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What You’ll Never Get from NPS (Or Any Other Outcome Metric)

Every company has its own take on customer experience—what are your goals?   Perhaps you’re looking to stage the customer experience to strengthen customer loyalty and retention. Or, maybe you need more proactive customer service to increase First Call Resolution (FCR). Sometimes, customer surveys paint a rosy picture, but your sales numbers tell a different […]

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Using Analytics for New Hire Training

Key Takeaway: Managers should consider deploying analytics to evaluate new agents’ compliance and quality of speech.   Analytics’ role in the customer engagement space is growing, and has been for some time. Contact center leaders now recognize that by embracing speech, interaction and other forms of analytics, they can gain an unprecedented degree of insight […]

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Maintaining compliance in inbound customer service call centers

The takeaway: Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.   It would be difficult to overstate the importance of compliance in the call center. Compliance is a factor for organizations in just about every sector – whenever sensitive data is being handled, these firms need to make […]

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Churn is a Killer Speech App

The value of retaining customers cannot be overstated, and reducing customer churn is an area where analytics shines. Indeed, if necessity is the mother of invention, then analytics is the mother of retention.   Dave Patchen, my partner at MainTrax, has worked with dozens of clients on closing sales, capitalizing on up-selling opportunities, and analyzing […]

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5 Keys to PCI Compliance in the Call Center

If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. During the 2013 holiday season, Target confirmed publically that credit and debit card information for 40 million of its customers had been compromised (as well as email and mailing addresses for […]

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