Sat.Aug 13, 2011 - Fri.Aug 19, 2011

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Making VOC Data More Actionable

InMoment XI

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.

Data 200
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Chick-fil-A recipe for excellent customer service

Service Untitled

Today in the Jonesboro, Arkansas Regional Chamber of Commerce presentation, franchised restaurant operator and owner of Chick-fil-A, Mike Fullington explained to his audience how customer service can have an impact on a person’s day and even his life. He explained those who really do it well have a certain “spirit,&# and that is not something that is trained; rather it comes from the heart with the desire to serve and help others.

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LAX Recognized in GCN Award Competition

Customer Interactions

'Each year about this time Government Computer News unveils the winners of its coveted GCN Awards. This year’s top ten projects were hand picked from a list of more than 200 nominated projects. Among the projects recognized by the judges was the Los Angeles World Airports ARCC which received an Honorable Mention for IT achievement. The 9000-square foot center houses police, fire and airport personnel under one roof and boasts new software programs, like NICE Situator, making LAX one of the

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Shaping Your Customer Access Strategy for Social Media

Brad Cleveland Blog

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Making VOC Data More Actionable

InMoment XI

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.

Data 200

More Trending

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Video Analytics – The True Story

Customer Interactions

'Over-promise and under-deliver: that’s the feeling we’re all left with when someone mentions video analytics. And rightly so – because many vendors claim they do video analytics, but often there’s no way to determine just how well they do it. And it''s that way with many things. Case in point - I can pound out a few keys on the piano, but I''m certainly no Mozart.

Video 28
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Shaping Your Customer Access Strategy for Social Media

Brad Cleveland Blog

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.

article thumbnail

Making VOC Data More Actionable

InMoment XI

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.

Data 200