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. No one wins.

Social Media 100

Social Media Leadership Call Center Survey 100

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

Social Media 40

Social Media Call Center Chatbots Analytics 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

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. And how effective will it be?

Contact Center 52

Contact Center Virtual Call Center Omni-Channel Chatbots 52

Magellan Solutions

APRIL 22, 2021

Key differences and advantages of a contact center vs call center. Simply put, call centers let customers call. On the other hand, a contact center keeps you in contact through any customer service channel. Voice vs. Digital Service. Predictive & Proactive Customer Service. .

Telecommunications 52

Telecommunications Call Center Self Service Contact Center 52

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 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

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Totango

JUNE 4, 2019

It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. And in this consumer-dominated, subscription-driven market, customer retention is critical. What is Voice of Customer? Relationship: All customer interactions.

Voice of Customer 78

Voice of Customer Net Promoter Score Feedback Competitive Advantage 78

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

SurveySparrow

FEBRUARY 3, 2019

Why should you care about the best customer experience software in the market? 1 priority is customer satisfaction, but how many actually does? This helps the companies to align with the needs of the customers and that of the business. You can also view responses from customers as ‘with’ or ‘without’ comments.

Software 75

Software Customer Experience NPS Survey 75

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. 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?”

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Confirmit

MAY 29, 2018

Some might say there is no such thing, although of course there are industry benchmarks you can buy (or commission) to give you a sense of the average Net Promoter Score for your market. A good NPS Score is one that: Compares favorably with your competitors in your region and market. And much more. How to Read an NPS® Score? *All

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40