Lumoa

FEBRUARY 16, 2023

Not every customer will state explicitly what their main problem is. You’ll want to consider the main project goal as you do this. Analyzing VoC data is just as critical as getting the data. Here are three things to help analyze your VoC data. This might mean some translation work on your part.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Lumoa

JANUARY 19, 2023

Customer Experience Operations Manager (CXOM) Data and methods of data gathering can vary per department, which can create silos. Now that you know how to look at customer experience tools holistically, here is a brief review of the main areas where tools are available. In some cases, the two roles might be combined though.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Taylor Reach Group

SEPTEMBER 29, 2020

Third, your CRM should provide enhanced data reporting and retrieval through automated-surfacing of insights and an optimized data storage and retrieval structure. Data is useless unless you use it and there are so many companies today collecting boatloads of unused customer information.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Customer Experience Matrix

JUNE 17, 2019

Data warehouses are largely limited to structured data. Data lakes are not unified or easily accessible to non-technical users. Data Management Platforms are limited to summary data about mostly anonymous individuals. CRM and marketing automation systems don’t easily combine data from external sources.

Compliance 83

Compliance Engineering Start-ups Retail 83

DMG Consulting

FEBRUARY 25, 2019

The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech and text analytics provide essential input into the CJA process by capturing spoken and written conversations and converting them into structured data for analysis.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Lumoa

MARCH 20, 2018

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? text analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For? text analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Steven Van Belleghem

MAY 19, 2020

The main reason is that, after one month, there is a need for reassurance of our customers as a lot of uncertainty is out there, linked to the fluctuation of investments, the evolution of the economy, the changes we have in lending (like payment holidays for mortgages, …), many transactions that we moved from the branch to the contact center, ….

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52

Retently

OCTOBER 28, 2024

Turnover can be split into two main types: Voluntary Turnover: Employees leave by choice, often due to dissatisfaction or better opportunities. Adopt Software Tools: HR management or employee engagement software for structured data collection, making it easier to integrate results with metrics like eNPS.

Net Promoter Score 78

Net Promoter Score Start-ups Structured Data Construction 78