CX Accelerator

FEBRUARY 2, 2020

Yes, there is a lot of math in the world of CX and understanding and quantifying the voice of the customer is just scratching the surface. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. Yael McCue. Infographic Courtesy of Erica Marois.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? That’s customer-centricity. Pace Asking and Acting. Make it Easy.

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

CSAT.AI

APRIL 5, 2023

User Experience (UX): A customer’s overall experience with a business that involves every aspect of interaction with a product or service offering. Voice of Customer (VoC): VoC represents the voice of the customer collected through customer surveys, feedback and other methods.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 182

Social Media VOC VOE Contact Center 182

Callminer

FEBRUARY 5, 2020

Voice of the Customer (VoC). These options can prove highly useful when you have more than one way of interacting with your customers. Automation as it pertains to capturing metrics, tends to come down to survey suggestions being pushed to customers and agents at opportune moments. Automation.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

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. Thursday, July 25th Customer Experience. Tuesday, July 23rd Agent Performance and Contact Center Efficiency.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Callminer

SEPTEMBER 23, 2020

What’s more, by arming agents with the tools and insights they need for success leads to greater employee satisfaction, which, in turn, contributes to increased customer satisfaction. Challenges Outbound Call Centers Face. Outbound call centers face unique challenges in the marketplace.

Contact Center 182

Contact Center Social Media Sales Voice of the Customer 182

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

AUGUST 19, 2019

A simple, yet often overlooked solution to data security in the contact center is to not record sensitive data. By introducing redaction technology into your contact center or voice capturing technology you can ensure sensitive data removal for voice and text-based communications. Why Redact?

Compliance 140

Compliance Contact Center Legal Retail 140

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash. Have you encountered this before?”

Contact Center 132

Contact Center Text Analytics Engineering Social Media 132

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. The post Verint Honored with Metrigy MetriStar Top Provider Award for Voice of the Customer Platforms appeared first on Verint ForeSee.

Voice of the Customer 52

Voice of the Customer VOC Contact Center CX 52

Taylor Reach Group

APRIL 8, 2021

Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! And the winner is ….

Contact Center 112

Contact Center Compliance Scorecard Start-ups 112

Experience Investigators

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. Share the literal voice of the customer.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Taylor Reach Group

APRIL 25, 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. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer? Leave us a comment.

CX 182

CX Voice of the Customer Contact Center Start-ups 182

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer? Leave us a comment.

CX 182

CX Voice of the Customer Contact Center Start-ups 182

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. The contact center shouldn’t run and hide when this happens.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

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

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

1 to 1

NOVEMBER 5, 2013

Before the latest technologies introduced the joys of self-service, the contact center was our only true method for troubleshooting and issue resolution. Customer Service Customer Strategy Voice of the Customer callcenterstrategy contactcenterpreparedness contactcenterstrategy customerservice customerstrategy'

Contact Center 44

Contact Center Voice of the Customer Customer Service Technology 44

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. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience?

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Confirmit

MAY 23, 2017

There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London last week.

Contact Center 45

Contact Center CX Voice of the Customer Healthcare 45

Experience Investigators

JULY 20, 2021

Customer experience leaders often refer to “listening posts” in the customer journey. These are the individual ways customers are asked to provide specific feedback. Related: Improving Your Voice of the Customer Listening Posts? Closing the loop with customers in a consistent way.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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

Confirmit

FEBRUARY 15, 2017

A dedicated Voice of the Customer solution built for purpose around the contact center, FastTrack enables rapid response to customer concerns while informing management decisions at a strategic level. Voice of the Customer Factsheets.

Contact Center 40

Contact Center Voice of the Customer 40

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. You'll learn: How to apply a proven model to calculate ROI for a customer care contact center.

Contact Center 40

Contact Center Customer Experience VOC Voice of the Customer 40

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

Taylor Reach Group

AUGUST 26, 2020

In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how?

Contact Center 121

Contact Center CRM Voice of the Customer Customer Satisfaction 121

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

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. For the true voice of the customer, you need to understand interactions no matter where they are happening. Omnichannel conversation analysis.

Unstructured Data 100

Unstructured Data Contact Center Machine Learning Compliance 100

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. Voice of the Customer White Papers.

Contact Center 40

Contact Center VOC Voice of the Customer Customer Relationship 40

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Customer Think

JULY 1, 2021

Today’s customers want one consistent journey, but in order to provide this, the entire enterprise needs to operate in lockstep. However, many organizations still work in silos, using disconnected and outdated systems that make it impossible to connect and share data across departments.

Voice of the Customer 64

Voice of the Customer Technology Technology Contact Center 64

CX Accelerator

FEBRUARY 2, 2020

Yes, there is a lot of math in the world of CX and understanding and quantifying the voice of the customer is just scratching the surface. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. Yael McCue. Infographic Courtesy of Erica Marois.

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

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