Talkdesk

DECEMBER 6, 2017

Teams of sales and support reps can engage customers over the phone to add a personal touch and develop stronger relationships. This strategy has given rise to explosive contact center growth around the globe. The cloud-based contact center makes it seamless for a business to maintain internal or outsourced sales and support teams.

Customer relationships 40

Customer relationships Customer Voice Contact Center Management 40

Lumoa

NOVEMBER 7, 2022

A customer insights tool like Lumoa will reveal the drivers that have the biggest impact on your business, so you can understand how CX investment helps your business grow. #5 5 Voice feedback is analyzed for CX insights Voice conversations have traditionally been difficult to get insights from.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

NobelBiz

FEBRUARY 22, 2023

Social media: from 140 characters and hashtags on Twitter to replies on corporate page Facebook posts, comments on YouTube videos, and Instagram posts… Advantages of using Customer Data analytics for contact centers Call center analytics enables you to gather and analyze client data to prioritize them.

Contact Center 52

Contact Center Analytics Data Call Center 52

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. I like to refer to those four in lump sum as voice of the constituents. And then there's.

Voice of Customer 80

Voice of Customer Customer Experience Call Center Customer Voice 80

CSM Magazine

JUNE 27, 2019

Dan Handy, CEO of VisualCue said, “GCOM Worldwide has extensive experience and expertise in the call center industry. They’ll be able to show call centers how VisualCue’s dynamic design helps agents perform in real time to the center’s KPIs.”. About GCOM Worldwide.

Gamification 40

Gamification Marketing Call Center Contact Center 40

Confirmit

NOVEMBER 16, 2020

PennyMac embedded and expanded a VoC program across its business to covers multiple touchpoints, including website, customer communications, and customer service call center. Voice of the Customer Voice of the Employee Case Studies eBooks. Response rates increased by 42% compared to the previous year.

Insurance 52

Insurance Case Study Touchpoint eBook 52

CX Journey

NOVEMBER 28, 2018

Voice of the customer/customer listening data, including reviews, ratings, diagnostics, and verbatims Emotion data, especially from qualitative sources, e.g., text and voice analytics, sentiment analysis Persona data: incorporate what you learned about the persona for which you've mapped that might help you improve the overall experience CX metrics, (..)

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Customer Bliss

APRIL 27, 2018

These actions also help you and how they should efficiently use the customer listening information they gather, to avoid clutter in the future. 8 Steps to De-Clutter Your Customer Listening Data. Find all of the surveys being sent from marketing, call centers, product development, partners, and so on.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

Talkdesk

JUNE 27, 2017

Talkdesk today announced that TalkIQ , a launch partner within AppConnect , has passed the 2,000 seat threshold for customers registered through Talkdesk. Nearly 100 of Talkdesk’s customers have already integrated TalkIQ into their call center stack since the recent launch on AppConnect. About TalkIQ.

Call Center 42

Call Center Contact Center Contact Center Software Call Center Solutions 42

Confirmit

MAY 27, 2019

He called CapitalOne a few days after the payment was due and explained the situation. The call center agent immediately waived any late fees and the call was over. A few days later a large bouquet of white roses and lilies arrived at the door with a hand written condolence note from that call center agent.

Call Center 40

Call Center Hotels Conference Travel 40

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Brands shouldn’t be compulsive about everybody having to follow a script.

Hospitality 74

Hospitality Travel Industry Brands 74

Customer Bliss

SEPTEMBER 22, 2016

Voice of the Customer Step 2: One-company leadership. If call center is categorizing voice of the customer one way, but marketing is doing it a different way? It’s just separate buckets and the voice of the customer intel becomes essentially silo’ed and useless. ” Hear calls.

Social Media 100

Social Media Leadership Call Center Survey 100

CX Journey

MAY 20, 2015

We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.), employee feedback about their own experience or about the customer experience, call center interactions, account manager conversations, blogs, tweets, shares, online reviews, medical records, books, and more.

Call Center 80

Call Center Analytics Social Media Survey 80

Confirmit

JUNE 6, 2018

Confirmit Genius consists of two main modules, these are: Confirmit Genius Text Analytics : draw meaning and deep insights from unstructured text found in survey verbatims, call center notes, chatbot records, emails, and more. Drive intelligent action to improve the customer experience.

Social Media 40

Social Media Call Center Chatbots Analytics 40

GetFeedback

MAY 9, 2019

Voice of the Customer (VoC): A Voice of the Customer (VoC) program , also known as customer voice and Voice of Customer , captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Talkdesk

JULY 26, 2017

As the first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way your business can integrate with your call center platform. It allows companies to give contact center admins more power than ever before to customize and manage their contact center technology and integrations.

Contact Center 40

Contact Center Call Center Healthcare Analytics 40

NobelBiz

SEPTEMBER 29, 2020

Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI.

Contact Center 52

Contact Center Virtual Call Center Omni-Channel Chatbots 52

CX Journey

SEPTEMBER 19, 2018

There's no better way to let a customer or an employee know that you care than to have a 1-on-1 discussion, except to have a follow-up chat to let the customer or the employee know what you did with the feedback! the folks who interact with - and talk to - them the most.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

COPC

APRIL 1, 2022

Even when AI can interpret voice interaction, experts will invariably have to classify what is positive and negative for machine learning. . Eventually, with more customer voice analysis, operations will change their definitions of voice attributes. Knowledge Changes.

Customer Experience Management 96

Customer Experience Management Software Customer Experience Management 96

GetFeedback

JANUARY 19, 2020

Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Clarabridge

JUNE 13, 2017

Land: Dorel Juvenile, like other consumer goods companies, leveraged various resources for consumer insights, including call center data, retail visits, benchmarking, and traditional customer surveys; but, we found that: The number of product reviews were increasing rapidly. What was it like before the change?

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

SurveySparrow

FEBRUARY 3, 2019

This helps the companies to align with the needs of the customers and that of the business. Delighted also have a fantastic feature that allows you to measure the customer voice over time and then leverage this information to reduce churn. You can also view responses from customers as ‘with’ or ‘without’ comments.

Software 75

Software Customer Experience NPS Survey 75

Confirmit

MAY 29, 2018

But organizations that measure and understand the Net Promoter Score can: Decide the right strategy to address their key customer segments, for example: save detractors from switching to another vendor, turn passives into enthusiasts, or ensure promoters’ word of mouth is amplified. And much more. How to Read an NPS® Score? *All

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

NICE inContact

AUGUST 28, 2019

And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice.

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

Totango

JUNE 4, 2019

By understanding what is Voice of Customer and leveraging this information, you can gain a competitive advantage over companies that aren’t listening to their customers. What is Voice of Customer? Voice of Customer is all about collecting, listening, and learning.

Voice of Customer 77

Voice of Customer Net Promoter Score Feedback Competitive Advantage 77

Pointillist

JULY 5, 2019

In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. How Mature is Your Voice of Customer Program? Overall NPS jumped by 14 points.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Russel Lolacher

OCTOBER 10, 2022

So when I asked the question, well, “who’s capturing the voice of the employee, as we’re going to create this new product development in conjunction with the customer voice?” ” Like all these questions I ask, and everyone’s like pointing fingers and it turns into no one.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Interactions

JANUARY 7, 2021

Find out how Conversational AI applications like virtual assistants can alleviate common agent pain points and result in happier agents which can translate into a better customer experience for your brand here. Prediction 4: Emphasis on Security. Srinivas Bangalore, Director of Research and Technology.

Customer Experience 62

Customer Experience Customer Journeys Self Service Video 62