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CX / VoC: DIY or Hire a Guide?

CX Journey

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. A data analyst? What about VoC program architects? What VoC / CX technology and tools does your team own? Does your team have an evangelist?

VOC 68
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8 Keys to Better VoC Methodology

ClearAction

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Start there and continue here in designing your VoC methodology: 9. Better VoC Methodology: Instead, use common sense and technology to evaluate every transaction. Technology?

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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later.

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Customer Insights Shape Your Firm’s Growth Curve

ClearAction

Data mining technologies abound, and this should be your top interest in CX tech investment. Ask : First, make full use of Almost-Free VoC (voice of the customer). It abounds in almost-free VoC. Unless this is harvested, your big data is lacking rich, vital insights. Combine various sources of data.

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Customer Service is a Value Center (NOT a Cost/Profit Center!)

ClearAction

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Do not mislabel your job titles, technologies, courses, academies, certificates, consulting, and strategies. Technologies exist to manage it, and you’ll get tremendous insights that aren’t available otherwise.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

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Contact Center and CX Expos Conferences and Summits – June 2018

Taylor Reach Group

As an attendee at the SWPP Annual Conference, you will; Learn about industry trends and hot topics from the experts; Improve your workforce management skills; Make important contacts and network with your peers; See the latest technology available to you; Have a great time! Loyalty Summit: June 5-7, Barcelona.