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

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

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Execs In The Know

APRIL 23, 2021

Guest post, written by: Ellie Dubbs, Product Strategist VOC Solutions, Concentrix VOC. Concentrix VOC is an industry-leading provider of customer and employee feedback software and solutions. Contact us at: voc@concentrix.com | 1-800-747-0583. To attend live or watch on-demand, please register. .

Innovation 93

Innovation CX VOC Outlook 93

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

MAY 18, 2021

Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential. Host/Sponsor: Ellie Dubbs, Concentrix. Jim Gallagher, Nordstrom.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92