Measuring CSAT is difficult. For decades businesses have quantified phone surveys, online reviews, and snail-mail questionnaires that ask the same, similar question: “how would you rate your experience?” Surveys like …
For utilities, CSAT scores can equate to profits. In a study conducted by Fettig/Whirlpool Fellow at Kelley, they found that for the average utility, a one-unit point increase on the …
Collection departments historically experience an ebb and flow throughout the year. Pre-pandemic, these departments could prepare for oncoming seasonal spikes – and typically that meant hiring third-party agencies to manage …
Since the start of the pandemic, businesses have reported seeing spikes of nearly 300% in call center activity compared to their previous business-as-usual environment. To manage the increase in calls, …
The Census Bureau reported that after the start of the pandemic over 37 million US citizens were living below the poverty line. Currently, according to NEADA, more than 20 million …
While customer intelligence platforms are often marketed to non-technical business users, data teams at BlastPoint’s partner companies have made us very aware of why they, too, find a lot of …
It may seem cliche, but the phrase “the more you know” is absolutely true when it comes to your customers. Because the more you know about your customers, the more …
CSAT scores are likely to take a hit this summer as utilities brace for hotter temperatures, droughts, and wild weather across the country. And, let’s not forget about inflation causing …
Creating a customer experience strategy is a new-ish concept. “Customer Experience” was actually coined in 1994 by Lewis Carbone with the focus on in-store or person-to-person interactions only. Today, however, …
According to the Office of Energy Efficiency & Renewable Energy, by 2030, no matter where your home is located – remote, rural, or urban – you will have greater access …