Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. In any role, people need to receive feedback about how they’re doing and where they could improve. It’s no different when it comes to delivering on the customer experience.

Contact Center 140

Contact Center VOC Social Media AI 140

CX Journey

AUGUST 29, 2014

What this means for VoC / CX If your business model relies on a distributed sales channel, value-added resellers, service vendors, or any other partner relationship, please listen up: Your VoC / CX program needs to be leveraged to enhance your relationship with these valued partners. Jaimee on the traverse 5.

VOC 64

VOC Net Promoter Score Data Mining Gaming 64

CX Journey

JULY 25, 2014

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ For some customers, an 8 is a good score, yet I get dinged by my management if the customer rates me lower than a 9. ” Ouch again.

VOC 61

VOC Net Promoter Score CX NPS 61