Contact Center Effort Score Interaction Voice of Customer 
InMoment XI
DECEMBER 22, 2022
If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What is the Voice of Customer Process?
InMoment XI
JANUARY 4, 2024
In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement.
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Stella Connect
NOVEMBER 30, 2017
Contact center performance management has, for many brands, changed little over the years. Most contact center leaders aren’t happy with the high costs of agent attrition, their overwhelmed team leaders, the underwhelming CSAT/NPS® scores, and all the other daily realities that cause them heartburn.
Stella Connect
OCTOBER 26, 2021
QA reviewers scratch the surface of team performance, but with so many interactions and so little time, aren’t able to dive deeper. Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow.
RapportBoost
DECEMBER 10, 2018
Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Learn more and request a demo at talkdesk.com. Thanks again Talkdesk.
Beyond Philosophy
AUGUST 15, 2019
Is it to reward people who interact with customers? Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. The Types of Data for Your Metrics.
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.
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