Confirmit

DECEMBER 20, 2018

Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products. Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine.

Voice of the Employee 40

Voice of the Employee VOE VOC Social Media 40

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers. And you''ll need to conduct a root cause analysis to understand the why behind it all. I know it''s not.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Execs In The Know

DECEMBER 6, 2021

Meanwhile, customers continue to voice their preferences after being forced through a self-service funnel during much of the pandemic. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Meanwhile, customers continue to voice their preferences after being forced through a self-service funnel during much of the pandemic. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52