PeopleMetrics

NOVEMBER 17, 2014

A great way to do this is to source every available perspective on the employee’s performance, and include details in the conversation that make suggested improvements crystal clear. That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52