We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think about your best and worst customer service experiences. What about when you were crunched for time, but had to stop at...
eTouchPoint Releases New Comments Dashboard eTouchPoint is launching a new dashboard feature in the comments module. With this comments dashboard enhancement, CX stakeholders can: Compare their performance against the performance of the company regarding percentages...
Today, companies invest significant amounts in customer surveys to learn how to serve their customers better. Automated surveys are valuable. However, allowing customers to leave comments (verbatim), expressing exactly what they think and feel, empowers...
As professionals, most receive coaching to think : “nothing personal, this is just business” or “stay calm, cool, and collected”. Yet most successful people agree that feelings and empathy are the key to exceptional customer experiences. In one, three, or even 10...
Action Alerts Empower Swift Response to Negative Customer Feedback: As 2016 kicks off, eTouchPoint is launching new Action Alerts features in our closed-loop alerting (CLA) module. Our 7.12 release makes powerful insights accessible to CX leaders and front-line...
eTouchPoint Releases Enhancements to Data Search and Filtering: Our latest release has a variety of new features including new report views, new features for closed loop alerting, and tools for find locating key customer experience data points in eTouchPoint. This...
eTouchPoint Launches Two New Features to Assist Managers Some customers may respond favorably to survey questions but then leave negative feedback in their written or spoken verbatims. eTouchPoint’s sentiment analysis platform now identifies these negative verbatims...
eTouchPoint Expands Download Feature: One feature that differentiates eTouchPoint from other CEM tools is the ability for users to easily export results to conduct their own ad-hoc analyses. In our latest release, eTouchPoint expanded download and export...
