How & why to restart your Voice of Customer program


In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? What is Voice of Customer (VOC)?

How VOC Analytics Improves Contact Center Performance

CX Accelerator

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.

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Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. Find the right balance for your customers to deliver helpful feedback.

The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted


Your voice-of-customer (VoC) data collection program is an engine. The most efficient VoC programs grow revenue by way of service improvements and innovations that strengthen customer loyalty. Why are so many customer feedback programs so inefficient?

Top Priorities in Customer-Centric Contact Centers


Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. There are many channels and customers often have strong preferences.

Contact Center Performance Management: The #1 Ingredient Your Program Is Missing


Contact center performance management has, for many brands, changed little over the years. Agents struggle to meet the demands of the job, and they struggle harder to develop and grow. Managers dedicate lots of resources dedicated to improving agent performance.

How to Future-Proof Your Contact Center: Part 2 – Omnichannel Service

Smarter CX

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers. Read highlights below from the following customer experience experts: Nannette Bromley, Senior IT Project Manager, BISSELL. Our customers love to send us pictures.

Customer-Centric Voice of the Customer


Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric?

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign


After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website. It’s the realization of months of iterative discovery, creation and testing. The value of direct feedback to your website redesign.

Voice of the Customer (VoC): Is Your Brand Flying Blind?


For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Imagine a response rate to customer feedback requests of 30% or more.

Why customer feedback is critical for digital transformation in 2020


Digital transformation is one of those terms that has been taking the corporate world for the past years. In this article, we’ll look at some of these examples. The one resource that all companies (both tech and non-tech) already have is customer feedback.

The true cost of not understanding customer feedback


To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . note-taking app full of my notes only works when I’m online! This meant that for the majority of the next 36h I won’t have access to my notes. . Six areas of risk when feedback is ignored.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally


A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). 87% of customers think brands need to put more effort into providing seamless omnichannel CX ( Zendesk ).

Is your omnichannel strategy customer-centric or self-centric?


By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake many organizations make is taking a self-centric approach to the omnichannel versus a customer-centric one. They build their strategy around internal interests like targeted marketing or reducing contact center costs, and fail to consider the customer perspective.

Are Your Customer Care Metrics Customer-Centric?


Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Previously it was more of a, 'here are some things you can do if you'd like.'"

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5 ways to prepare for a new era of Customer Experience


If you’re familiar with the Gartner Hype Cycle , you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.

A new era for digital Voice of the Customer


Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a harbinger of exponential growth in browser options. 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.

5 Ways to Use VoC Data


Voice of Customer Data: Are You Making the Most of Your Investment? Many brands invest a lot of time, money, and energy designing and executing a VoC data collection program. Voice of Customer Data Can (and Should) Be Used Across Your Organization.

2020 Customer Experience: 20 Wishes


2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

Amazing customer experience begins with engaged leaders


Providing amazing customer experience and customer service is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In the simplest form, excellent service is the result of treating customers with courtesy and respect.

Level Up Your VoC Program

CX Accelerator

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. the form of a quick video testimonial?

2020s Customer Value: 20 Wishes


2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

How to Tie Compensation to Your VoC Program


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! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. 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?

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North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy.

CX Secrets: The Importance of Aligning CX with Marketing


Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. Watch this edition of CX Secrets above , or click here to download the video transcript. In fact, many of our clients even house CX within the marketing world.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive.

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What Does Good Customer Service Look Like?

Team HGS

What Does Good Customer Service Look Like? The webinar theme revolved around the art and science of improving how today’s customers interact with businesses. Not surprisingly, 92% of our audience responded with a resounding, “Yes.” Customer Experience.

5 Keys to Making Customer Insights Matter

West Monroe

As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. We see five keys to ensuring that customer insights drive value for the organization.