Understanding and Leveraging Voice of the Customer
Callminer
FEBRUARY 10, 2021
Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).
blog voice-of-customer 
Unlocking the Power of Customer Voice
Customer Think
MAY 2, 2023
In today’s hyper-competitive business landscape, understanding and meeting customer expectations has become crucial for success. Customers hold the key to valuable insights that can drive innovation, enhance products and services, and build lasting relationships. In this blog, we […]
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How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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How Emotional Intelligence Drives CX Success
Uniphore
NOVEMBER 18, 2021
However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? to decipher users’ emotional state through their voices. feel, which in turn can help them craft offerings and interactions that are more customer-centric.?
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35 Indicators that a Company Isn’t Customer-Centric
CX Accelerator
NOVEMBER 7, 2023
Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.
Contact center agent satisfaction remains high after a rough year
Inside Customer Service
MARCH 11, 2021
About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. Benchmark Portal's last Agent Voices Report was released in 2015. The survey was conducted in 2020. One result that really stood out was company pride. Posting a 7.4
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Building a Great CX Team
CX Accelerator
NOVEMBER 11, 2022
Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.
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Customer Service Life Updates – April 2022
Customer Service Life
APRIL 12, 2023
Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!
Embracing the Digital Shift: How Top Brands Are Prioritizing Customer Channels
Execs In The Know
APRIL 5, 2024
While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations.
How to Optimize Your Survey with SMS & Video Feedback
PeopleMetrics
OCTOBER 19, 2021
With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. No problem!
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Feedback Fuelled Success: The Dynamic Duo of Continuous Improvement and Customer Insights
C3Centricity
FEBRUARY 13, 2024
Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.
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The 5 Most-Used Automated Customer Service Examples
Comm100
MAY 23, 2023
Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.
Improve your IVR experience with Puzzel Voice Bot
Logicalware
MARCH 14, 2022
Interactive Voice Response (IVR) systems have been used in contact centres for decades. If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. In this blog, we’ll take a look at voice bots and how they work. What is a voice bot?
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Meet the team: Intercom’s Brand Studio on evolving our brand
Intercom, Inc.
NOVEMBER 4, 2021
Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. As I said, they’ve been quite busy.
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Measuring Customer Loyalty: 5 Ways to Track It
Totango
JULY 6, 2021
Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.
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Three ways to help your employees become brand evangelists
Inside Customer Service
DECEMBER 2, 2021
Their enthusiasm made it far easier to connect with customers and assist them. You might find them in sales, marketing, customer service, operations, or even finance. In other words, brand evangelists love you so much that they create more customers by sharing your story. Now, imagine that customer is also an employee.
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Virtual Hold Competitors: An Overview
Fonolo
JANUARY 12, 2021
This blog will give you a brief overview of all the virtual hold competitors. After trying out CISCO call-backs, several of our customers have returned to us because they often fail under high-volume. They don’t have a unique name for it, but most Five9 customers are happy with the built-in offering from our experience.
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Insights on the Value of Conversational Automation
Uniphore
NOVEMBER 23, 2021
Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. Uniphore and Tech Mahindra Partnership.
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How the Customer Feedback Management Process Works
PeopleMetrics
JUNE 10, 2021
Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!
On Being an Accountable Customer Service Leader
Customer Service Life
OCTOBER 13, 2020
The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes. Empowering the customer. Properly authenticating the account.
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Journey orchestration – The flip side of the coin to Conversation Orchestration
Logicalware
FEBRUARY 20, 2024
In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. This can damage the customer experience.
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The Advantages and Disadvantages of Live Chat Support
Comm100
MARCH 6, 2024
Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advantages of live chat 1.
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9 Key Differences Between Transactional and Relationship Customer Surveys
PeopleMetrics
APRIL 15, 2021
Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].
How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships
Comm100
NOVEMBER 15, 2022
There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.
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Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara
Customers That Stick
NOVEMBER 16, 2020
Note: This blog post contains information related to and provide by a client of CTS Service Solutions. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. You can sign up at this link: [link]. An Interview with Dawn Varghese.
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Is scoreless quality assurance right for your contact center?
Inside Customer Service
JANUARY 27, 2022
Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication. Her monotone voice sounded bored, perhaps even a little put-off by her customer's reasonable request. The solution?
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Innovate or Stagnate: Top 4 Customer Service Trends for 2024
Comm100
DECEMBER 12, 2023
We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.
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Everything You Need to Know About Auto Attendant
Hodusoft
APRIL 17, 2024
Auto attendant, also known as Interactive Voice Responder (IVR) system is an advanced business phone system feature that automates and simplifies the incoming call process and routes the callers to the most appropriate agent or department. What is an Auto Attendant? Read on to know more. billion in 2020 to USD 6.7 billion in 2020 to USD 6.7
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Highlights from Four Powerful Panels During CRS — Spring 2021
Execs In The Know
MAY 18, 2021
Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. In this blog post, we touch on the key insights from each of these four panels.
A Fair Guide to the Best Customer Service Automation Software
Comm100
OCTOBER 17, 2023
Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?
What is survey fatigue and how can you prevent it?
Lumoa
AUGUST 18, 2022
” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. Undefined goals.
3 Ways to Align Customer Experience & Market Research
PeopleMetrics
NOVEMBER 9, 2021
Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. Watch on YouTube. ? ? ?.
5 Major Reasons Why Unhappy Customers Don’t Complain
Provide Support
NOVEMBER 1, 2017
5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. In fact, there might be no better way to collect direct feedback from your customers. Very often, though, dissatisfied customers don’t give voice to the complaints.
5 Survey Questions You Need to Ask Customers After a Recent Experience
PeopleMetrics
MAY 27, 2021
Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Now it's time to design your first customer survey. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.
2022 on Inside Intercom
Intercom, Inc.
DECEMBER 28, 2022
For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Well that was quite the year. Zara Burke , Principal Editor.
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Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?
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How to Increase Customer Experience (CX) Survey Response Rates
PeopleMetrics
MARCH 18, 2021
Survey participation is a key part of an effective Voice of Customer (VoC) program. There are various best practices for getting customers to take surveys, from incentive programs to strategically designed survey reminder emails. Discover our award-winning Customer Experience (CX) blog: [link].
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The Power of Uniting: A Lesson from the Chino Valley USD Choral Concert
Customer Bliss
APRIL 9, 2020
And so what you’re going to hear in this video are these beautiful young voices raised together in song singing over the rainbow. And so now for your listening pleasure, “Over the Rainbow,” by the beautiful voices of these young people. In each episode of the Daily Dose of OPTIMISM! , This Daily Dose of OPTIMISM!
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WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!
PeopleMetrics
NOVEMBER 19, 2020
What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book "Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold": [link].
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WATCH NOW: Is Voice of Customer (VoC) The Same As Market Research? | PeopleMetrics LIVE!
PeopleMetrics
NOVEMBER 4, 2020
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? we talked about the TRUE meaning of “customer-centricity,” and provided some practical tips and guidance on how to start shifting to a customer-centric mindset within your organization.we
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Can Artificial Intelligence Replace Contact Center Agents?
UJET
DECEMBER 2, 2020
The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.
Top 20 Customer Service Blogs You Have to Read in 2020
Fonolo
JANUARY 14, 2020
Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.
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Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide
Lumoa
APRIL 28, 2024
Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.
What is a Chatbot and How Do Customer Service Teams Use Them?
Comm100
AUGUST 8, 2022
Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.
Is Your Chatbot Really Just an IVR?
Fonolo
OCTOBER 5, 2023
You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Props to Jeremy Watkin , Director of Customer Experience and Support at NumberBarn, who first posed the question on Twitter and got us thinking about the topic.) 2023 was all about chatbots. Join us Oct.
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