PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Sean holds a Ph.D.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Ameyo Callversations

MAY 4, 2022

Instead, it is now an essential part of brand building that can quickly deploy the required resources and manage the entire brand communication system. Appropriately implemented, cloud technologies can improve customer experience, manage customer relationship agents better, and improve operational efficiency.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. When staff members are rude to customers. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. What are some common instances that trigger a recover alert ?

VOC 78

VOC Close the Loop CEM Business Administration 78

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Zendesk

DECEMBER 30, 2020

Better understand your prospects and their behaviors to understand what drives them, and create more meaningful selling experiences. Wootric (Support) is the customer experience management platform for maximizing customer lifetime value. Call routing, monitoring, and evaluation in one tool.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

JULY 24, 2019

Bonus programs do not need to include every employee either — in fact, bonuses are typically reserved only for the people who are accountable for the customer experience. There are usually too many employees for the customer experience leader to manage all individual bonuses tied to VoC. Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

FEBRUARY 21, 2018

Design your customer experience in a way that you can deliver consistently through whatever channel(s) you happen to be in. If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

MARCH 7, 2018

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. basically all the different parts of your company who impact the customer experience. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

JULY 23, 2018

Customers are increasingly volunteering feedback directly to the company or indirectly through social review sites. All of these means are unsolicited, in that the company did not reach out directly asking for feedback from the customer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72

Qualtrics

MARCH 6, 2019

Simply having a customer experience management program is no longer a competitive advantage on it’s own – when it comes to competing on experiences, it’s table stakes. 91% said improving customer experience is a top 3 priority for their company. Managing online reputation and engaging with customers.

CX 24

CX Customer Experience Social Media Text Analytics 24

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132