conversational-surveys 
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AUGUST 26, 2016
With that kind of speed, an agent is able to type a response in seconds and handle several simultaneous conversations on live chat with ease. The two main ways of gathering feedback are customer surveys and NPS score measurement. You can send a short survey to your customers whenever you solve their problem. Work organization.
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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?
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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
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