Confirmit

JUNE 4, 2018

The why, what and how of running a VoC program. Companies have talked about the Voiceof the Customer for years, and VoC has become engrained in many an organization's lexicon. So why do we need a VoC guide? But, as we all know, that’s not the case.

Voice of the Customer 40

Voice of the Customer VOC Compliance Touchpoint 40

Taylor Reach Group

SEPTEMBER 25, 2018

On the one side, you will have internal ‘compliance’ measures. Of course, a process is required to operationalize this approach to ensure that the ‘compliance’ calls are assessed once we have received the customer feedback, managing blackout lists etc. A better approach is to look at the quality process as two sides of the coin.

Contact Center 98

Contact Center Compliance NPS VOC 98

Confirmit

JUNE 26, 2017

Leveraging Confirmit’s industry-leading CATI technology, The Bernett Group works alongside research suppliers and consultants to execute VoC and Market Research projects on your behalf.

VOC 40

VOC Construction Voice of the Employee Compliance 40

Callminer

AUGUST 6, 2019

Ensure security and compliance. Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly.

Contact Center 140

Contact Center VOC Social Media AI 140

DMG Consulting

MARCH 12, 2018

Contact centers of all sizes should do QA/QM so that the staff knows they are being monitored, to identify coaching opportunities, improve regulatory compliance, enhance customer engagement, and improve results (e.g., sales, collections, etc.). As specific needs arise, or as your contact center grows, additional WFO components can be added.

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

ClearAction

JUNE 18, 2016

Why are we “content” that our voice-of-the-customer (VoC) reflects a fraction of what really happens in our customers’ decision-making? And other times it’s a key influencer, such as CIOs for enterprise software, that dominate a supplier’s attention when it comes to VoC methodology.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

SurveySensum

SEPTEMBER 15, 2023

Security and Compliance: Ensure the tool follows industry-standard security measures and complies with data protection regulations like GDPR or HIPAA if applicable to your business. It allows you to create surveys for customer and product experiences, including NPS, CES , CSAT, VOC, and more, using its customizable templates in a few minutes.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Totango

DECEMBER 10, 2019

How can you help accounting keep payments on track, monitor contract compliance, and track licenses? Be sure to collect Voice of Customer (VoC) feedback and use this information to streamline your standard processes or enhance the product. . Give Teams the Right Support: Think about what each team can do to raise retention rates.

Customer Retention 64

Customer Retention B2B VOC Customer Acquisition 64

ClearAction

APRIL 3, 2015

Use VoC (voice-of-the-customer) to identify strengths needed among CX team. Traditional HR roles – hiring, development, recognition — can be of greater value to the company when they are managed within the context of the company’s CX goals. —@tcrawford. —@clearaction.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Customer Bliss

JANUARY 25, 2019

Like many other leaders in this role, he began collecting VOC data, NPS reports, complementary data, and spent time talking to people in his department. Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand.

CX 63

CX NPS VOC Finance 63

DMG Consulting

APRIL 14, 2023

Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Customer Bliss

FEBRUARY 14, 2019

According to Scott, the operations team helps manage the budget, conducts a lot of the reports and handles compliance operations. He’s able to push client experience work forward with an operations team and a strategy and insights team.

Customer Experience 63

Customer Experience CX Start-ups VOC 63

ClearAction

MAY 24, 2016

Using B2B VoC to Transform Customer Experience. With so much at stake, the selection of trustworthy suppliers who match your requirements can’t be left to individual buyers. scientific specifications, and downstream customer concerns. Loving Suppliers for Customer Experience Excellence. Strategic Action on B2B Voice of the Customer.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

SurveySensum

APRIL 21, 2023

Security : SurveySparrow offers data encryption and GDPR compliance to ensure that survey data is safe and secure. Data Security and Compliance: The tool complies with GDPR and CCPA and is built on the most secure cloud computing environment. Also, companies can tailor questions based on responses given earlier in the survey.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Callminer

JULY 15, 2019

Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Waypoint Group

OCTOBER 17, 2019

develops cutting-edge enterprise Governance, Risk, and Compliance (GRC) software. Its hosted GRC solution, ZenGRC, helps compliance and audit managers go beyond spreadsheets to better execute their enterprise programs. Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. Reciprocity, Inc.

B2B 40

B2B Actionable Insights NPS Compliance 40

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Nick Lygo-Baker – CCXP, CMRS, CX Strategy & VoC Expert, Owner & Founding Director at Paradigm CX. LinkedIn : [link] /. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132