OpinionLab

DECEMBER 17, 2018

The market we made. And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Magellan Solutions

FEBRUARY 2, 2022

When businesses discuss outsourcing initiatives, it always comes down to markets specializing in BPO services like the Philippines. Below is a timeline that sums up the key developments of how the call center industry in the Philippines evolved to what it is today. of the country’s GDP and gained 3% of the global BPO market.

Call Center 75

Call Center Industry Contact Center Government 75

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. This blog post is about the alerts that are triggered based on a customer response to a survey.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

JUNE 17, 2020

This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. Even if you have a mature VoC program, it’s important to re-assess it with a “beginner’s mind” in light of shifts in customer behavior. Today, we're going to talk about the Building Phase.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Are you collecting enough customer feedback to define your goals effectively?

CEM 61

CEM How To Hotels NPS 61

Qualtrics

DECEMBER 5, 2018

When we see representations of artificial intelligence in the media, it’s nearly always focused on the more attention-grabbing ways things can go wrong: driverless cars entrapping us ( Minority Report) ; virtual assistants turning on us ( 2001 ); robots enslaving us (literally hundreds of movies). Make use of data already collected.

Marketing 37

Marketing Survey Analysis Social Media 37

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You need to be able to talk to leadership, the contact center, the sales force, operations, etc.

System 76

System Feedback CEM Management 76

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. While this is not true “customer” feedback, it provides an important evaluation of the customer experience.

Feedback 72

Feedback CEM Hotels Software 72

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Published on: March 31, 2016.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. Mark specializes in finding sustainable solutions for large, messy, customer-facing problems.

Management 41

Management Automotive Leadership Effort Score 41

Avaya

JUNE 1, 2017

Today’s fans don’t want to just watch an event—they want to be at the center of it. This starts with a seamless approach to fan, customer, and team engagement that can manifest in many ways from on-site, touch-activated, multi-sensory, virtual experiences to off-site communities. The right contact center will help sell out stadiums.

Sports 50

Sports Technology Engagement Wireless 50

Kustomer

APRIL 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences.

Customer Experience 52

Customer Experience How To Contact Center Airlines 52