BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. After all, happy employees create happy customers.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee. Is it helping you?

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Communicate with your customers. 2 – GET EMOTIONAL.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

Thematic

NOVEMBER 13, 2018

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? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 182

Survey Social Media Contact Center Call Recording 182

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. But this first requires a ton of data to build of the confidence level that the bot is accurately answering the question posed by the customer.

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275

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.

Retail 260

Retail Customer Experience Effort Score Social Media 260

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. But to what end?

Contact Center 45

Contact Center Management Effort Score NPS 45

NICE inContact

JULY 30, 2019

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. Short survey’s respect your customer’s time. Ask Less, Learn More. Be very specific.

Feedback 138

Feedback Contact Center Tips Survey 138

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. The voice of the customer in the new world of Customer Science is going to become vital to your customer strategy. Fleischaker has a great example of a firm doing this well on the contact center side.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

inmoment

SEPTEMBER 6, 2018

When all else fails, however, we may have to admit defeat and make the dreaded call to customer service. . One of our main objectives at InMoment is to create products that get rid of the sense of impending doom customers associate with contact centers, and replace it with a state of resolution and peace.

Contact Center 40

Contact Center Data Customer Experience Touchpoint 40

Oracle

JANUARY 30, 2020

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.

Contact Center 40

Contact Center Omni-Channel How To Social Media 40

Stella Connect

MAY 11, 2017

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. Their goal: to save customer relationships that had soured due to poor service experiences. Here’s how the program works.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

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.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

BlueOcean

FEBRUARY 14, 2018

Or was it customer service? We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. Even though social media doesn’t handle the lion’s share of support interactions, customers still demand a lot from it.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. Customer Experience Information & Resources.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers? Leave us a comment.

Tips 296

Tips Culture Exercises Feedback 296

Seaton CX

AUGUST 17, 2023

The customer journey mapping process discovers the customer activities and interactions that have a disproportionate impact on customer loyalty. These are the Moments of Truth—the critical emotional experiences that shape the customer’s perception of your brand. Did the customer pay the bill?

Customer Journeys 52

Customer Journeys Measurement Customer Experience How To 52

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.

Call Center 52

Call Center Management Contact Center Effort Score 52

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

OpinionLab

MARCH 25, 2019

The movement from “improving touchpoints” to “improving journeys” is happening today in organizations which are aggressively moving themselves from siloed views of their customer to a connected view. Today, much of the customer experience is shifting to digital. And the scale of this data can be staggering.

Omni-Channel 74

Omni-Channel Customer Experience Contact Center Retail 74

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers? Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers? Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

OpinionLab

MARCH 25, 2019

The movement from “improving touchpoints” to “improving journeys” is happening today in organizations which are aggressively moving themselves from siloed views of their customer to a connected view. Today, much of the customer experience is shifting to digital. And the scale of this data can be staggering.

Omni-Channel 60

Omni-Channel Customer Experience Contact Center Retail 60

Seaton CX

JANUARY 4, 2024

Customer service teams are located offsite, or in the basement, using taped-together headsets and hand-me-down laptops. I visited one contact center housed in a converted distribution warehouse, far from the luxurious headquarters. But after onboarding, the greatest number of interactions with the customer happen in support.

B2B 52

B2B Case Study Airlines Roadmap 52

BirdEye

NOVEMBER 20, 2020

We’re now much more attuned to seeking the “Voice of the Customer” (VoC) than we were back when our only method for receiving customer feedback was the impersonal and often inefficient contact center. Businesses often struggle with the tools to listen to customers everywhere. What is the VoC gap?

Contact Center 105

Contact Center NPS Case Study Comparison 105

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Think Customers

NOVEMBER 16, 2022

Do: Give customers a reason to stay (and grow) with you. Do remove friction from interactions across the customer journey. Do provide channels customers prefer. Do listen and act on voice of customer. Don’t: Drive current customers away. Don’t undermine service quality by broadly cutting costs.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Lithium

JUNE 24, 2021

And I’m not the only team running surveys; our Voice of Customer team pings our customers for NPS feedback, our Support team sends surveys after tickets are resolved, our Product team sends surveys to get feedback on new capabilities… and the list goes on.

Survey 52

Survey Contact Center Feedback Consumers 52

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.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

OpinionLab

AUGUST 29, 2017

Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. But, latest book store initiative and Wholefoods acquisition notwithstanding, it simply can’t offer the same experience when it comes to these types of face-to-face interactions. Here are five key learnings.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

OpinionLab

AUGUST 17, 2017

Contact center, indirect feedback and how they can power your website redesign. Another less obvious channel is your contact center. If your contact center is recording customer interactions and has the ability to run speech analytics, you might have a rich source of indirect feedback about your digital experience here.

Contact Center 74

Contact Center How To Feedback Consumers 74

Verint

OCTOBER 2, 2017

This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. Consero Contact Center Forum.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Russel Lolacher

MARCH 29, 2021

It’s often said that customers aren’t comparing you to your direct competition, they are comparing you to their last great customer experience. The use of texting or SMS for customer interaction falls under that comparison, whether that’s as a self-service tool or in how you use digital engagement proactively.

Self Service 52

Self Service Engagement Banking Comparison 52

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

CSM Magazine

NOVEMBER 18, 2022

Start by listening to the voices of your customers. Establish a Voice of Customer (VoC) program or improve the one you have. Voice of customer (VoC) means that an organization listens to its customers’ feedback across experiences to understand and then address their needs. What is VoC?

ROI 52

ROI Touchpoint Voice of Customer Consumers 52