CX Accelerator

JUNE 8, 2020

Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The response was so good that it begged to be a blog post.

Social Media 182

Social Media VOC VOE Contact Center 182

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? Here are just a few examples of data that could be included in VoC.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. All we have successfully built at this point is a better quality program, we haven’t changed the CCO operational model, until the quality of the agent, team, center, and LOB become contractual metrics. By: Colin Taylor.

Contact Center 98

Contact Center Compliance NPS VOC 98

CSAT.AI

APRIL 5, 2023

Voice of Customer (VoC): VoC represents the voice of the customer collected through customer surveys, feedback and other methods. The post Customer Service Dictionary: Important Definitions In The Contact Center appeared first on Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

Callminer

FEBRUARY 5, 2020

Voice of the Customer (VoC). Ideally, VoC solutions leverage data gathered from multiple sources, including phone calls, chats and completed surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of the vote.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Confirmit

JULY 7, 2017

Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. The strategic value that a contact center is capable of delivering is, of course, significant.

Contact Center 40

Contact Center VOC Voice of the Customer Customer Relationship 40

DMG Consulting

APRIL 16, 2019

Speech and text analytics can mine customer interactions from all voice and digital channels, including social media, to capture the voice of the customer (VoC) first-hand. It is a highly effective approach to listen to what customers are saying.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

SurveySensum

MARCH 5, 2025

Lets now understand how contact center text analytics software works. How Does Contact Center Text Analytics Software Work? By leveraging NLP, contact centers can analyze conversations with greater accuracy, enabling you to truly understand your customers and respond effectively.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. It is not too late for contact centers to fix the core and pave the way for the future. Twitter - @CustomerIsFirst LinkedIn - Nate Brown

CX 140

CX Net Promoter Score NPS Contact Center 140

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. However, Peppers says many marketing professionals, favor VOC data over observational data, and that’s not always great.

VOC 125

VOC Net Promoter Score CX NPS 125

Execs In The Know

MAY 2, 2022

Get Smart About VoC and Business Intelligence. While you might already use questionnaires or surveys, consider adding additional elements to your VoC program to create a more robust feedback engine. In fact, 99% of contact centers don’t think their data intelligence strategy currently meets business needs. 5-Star Surveys.

CX 97

CX VOC Contact Center Customer Journey Map 97

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

DMG Consulting

JANUARY 8, 2018

Question: How can we improve our contact center coaching? Coaching can include a wide range of functions facilitated by numerous contact center and workforce optimization (WFO) applications. periods of low volume) to minimize customer and contact center impacts.

Contact Center 48

Contact Center VOC Voice of the Customer Customer Feedback 48

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Contact Center 120

Contact Center VOC Scorecard NPS 120

Confirmit

FEBRUARY 20, 2017

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. In this webinar, Sarah Simon, VoC Specialist at Confirmit and Scott M.

Contact Center 40

Contact Center VOC Customer Experience Voice of the Customer 40

Customer Service Life

AUGUST 22, 2019

And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. We found that many of our clients track this metric but few give any visibility to the contact center or hold them directly accountable.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

Confirmit

FEBRUARY 23, 2017

This week saw several of the Confirmit team heading to Victoria in London to take part in Engage Customer’s Future of Contact Center event. The focus of the event was on how contact centers, usually seen a cost of doing business, could transform to become the beating heart of an organization. The way to do that?

Contact Center 40

Contact Center VOC Voice of the Customer Technology 40

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Some of the hot topics include Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC. Loyalty Summit: June 5-7, Barcelona.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Beyond Philosophy

JANUARY 12, 2022

However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” Goebel recently wrote a great article, “ It’s Time for the VoC to Get a Little Brother: The Voice of the Product,” that introduced me to the idea of the ‘Voice of the Product’. In the last few years, IoT technology has advanced.

VOC 78

VOC Contact Center Voice of the Customer Start-ups 78

DMG Consulting

OCTOBER 16, 2018

Answer: Contact centers have a wealth of data that provides insight into customer satisfaction and can be used to augment enterprise feedback management (EFM)/surveying results. Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Experience Investigators

JULY 20, 2021

Empowering employees to make better decisions based on the Voice of the Customer (VoC) program. Your contact center agents and other frontline workers hear from customers every day. This should include Contact Center agents, Delivery agents, and Social Media Managers, and others in customer-facing roles.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Foresee

JULY 28, 2021

Verint has earned the Metrigy MetriStar Top Provider Award for Voice of the Customer (VoC) platforms—one of only two providers to earn the top spot in the VoC platforms research and ranking.

Voice of the Customer 52

Voice of the Customer VOC Contact Center CX 52

DMG Consulting

JANUARY 4, 2019

2019 is looking to be a year filled with great innovation and practical applications for contact centers. It’s a year in which the number of contact center seats worldwide is expected to remain flat as assisted and unassisted automation replaces the need for some agents. Learn more at www.dmgconsult.com.

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning VOC 59

Execs In The Know

AUGUST 5, 2024

To build this trust: Establish a Customer-Centric Approach: Incorporate the voice of the customer (VOC) from the outset to address privacy concerns and build transparent practices. Here’s a glimpse into the key points: The Importance of Trust in AI Trust is foundational in AI development and deployment.

AI 97

AI Artificial Intelligence CX VOC 97

DMG Consulting

JUNE 8, 2021

Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Interaction Analytics Product and Market Report.

Contact Center 59

Contact Center VOC Voice of the Customer CX 59

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 346

NPS Artificial Intelligence Contact Center VOC 346

Customer Think

NOVEMBER 7, 2023

Level AI launches GenAI-powered VoC Insights, a new product that turns vast amounts of unstructured contact center data into actionable Voice of the Customer insights in real time

Voice of the Customer 49

Voice of the Customer AI VOC Contact Center 49

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62