Execs In The Know

JULY 1, 2021

Technology is what makes the modern contact center go vroom, but what about when the contact center is no longer centralized nor office-based? 1 — Invest in Essential Technologies. What happens when each workspace is as varied and diverse as each agent’s unique home and specific living situation?

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

DMG Consulting

APRIL 11, 2022

For many contact centers, technology saved the day as businesses transformed. The cloud helped support the migration from on-site to work-at-home (WAH), analytics provided insight into the voice of the customer (VoC) and employee (VoE), and artificial intelligence (AI) and automation boosted contact center performance.

E-commerce 48

E-commerce VOE Real Estate Contact Center 48

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

CX 52

CX VOE VOC Voice of the Customer 52

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. This gives them valuable insights and ideas that do not always see the light of day.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Confirmit

FEBRUARY 25, 2019

Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Tell us how that reduced calls into the contact center and how that reduced costs, for example. Can I enter multiple categories? Finally, use numbers.

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

Execs In The Know

MAY 18, 2021

Doing Contact Center Quality Assurance the Right Way. This helps create greater relevancy for different types of research. One of the most effective ways to use research is as an agent of change, and to garner support from leadership for new investments and initiatives. Host/Sponsor: Chris Vodola, Stella Connect by Medallia.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

SurveySensum

JULY 14, 2020

She is a trusted industry voice for guidance on emerging contact center channels and technologies. Product Manager and oversees conceptualization, design, and delivery of key tasks for the development of our customer service platforms that improve customer service experience in our contact center. . LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

SEPTEMBER 23, 2019

For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location. Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Execs In The Know

FEBRUARY 29, 2024

Contact center agents are tasked with learning seven tools, on average, to do their job well. Example: A technology company implemented asynchronous messaging to improve productivity and cut costs but failed to capture Voice of the Employee (VoE) feedback before scaling it across its service delivery network.

CX Transformation 99

CX Transformation CX VOE AI 99