PeopleMetrics

JANUARY 29, 2014

We encourage our clients to include feedback from the VoC program in regular meetings between employees and managers. Using simple case management and closed-loop systems will ensure that action is taken and documented allowing managers and employees to track their progress. 4) Reap what you sow.

VOC 96

VOC Voice of the Customer Sports Case Management 96

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. See the Applied Materials example: Strategic Action on B2B VoC ).

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. A good transactional VoC survey can be completed in a short amount of time.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. These individuals are often called “case managers.” Case managers receive notifications to let them know a “case” or survey response has been submitted. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Execs In The Know

APRIL 23, 2021

An elevations case management system will bring concepts to fruition, and further motivate teammates to contribute ideas. Guest post, written by: Ellie Dubbs, Product Strategist VOC Solutions, Concentrix VOC. Concentrix VOC is an industry-leading provider of customer and employee feedback software and solutions.

Innovation 93

Innovation CX VOC Outlook 93

Confirmit

DECEMBER 4, 2018

Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. CRM Integrations and standard action workflows for case management are also available. More specifically, we provide support in the following areas: VoC Program Design. Closed-Loop Action Management. Survey Designs.

B2B 40

B2B VOC Text Analytics Government 40