WHAT'S IN A NUMBER? - Customer feedback metrics - what influences them (and what doesn’t), how best they can be applied and how to get the most from NPS, CSAT and Effort.
MAD MEN - What Mad Men can teach us about generating value from customer feedback
AGENT PERFORMANCE - Best practice for using customer feedback to create a robust framework for measuring, managing and rewarding agent performance in the contact centre.
LLOYDS BANKING GROUP - An innovative approach to using customer insight to support and develop contact centre agents.
AGEAS - Supporting culture change in one of the UK's top insurance companies.
KENT RELIANCE - How Kent Reliance used ServiceTick’s 'listening framework' to transform the company.
SHAWBROOK BANK - How Shawbrook Bank used ServiceTick’s Voice of the Customer (VoC) programme to validate and improve upon the already great experience they provided for customers.
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