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 10, 2014

Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. To do that, we must have the right data at our fingertips. What is the right data? And you''ll need to conduct a root cause analysis to understand the why behind it all.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

CX Journey

JULY 25, 2014

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. ” He explains that the customer will even write glowing commentary about his demeanor and technical skills in the verbatim box, yet a score of 8 still doesn’t satisfy the suits in corporate. Ouch again.

VOC 61

VOC Net Promoter Score CX NPS 61