Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Beyond Philosophy

AUGUST 9, 2016

Tapping internal knowledge and expertise through ‘voice of the employee’ programs has seen increased acceptance in recent years. Innovative, social techniques are core to employee VOC programs. Innovative, social techniques are core to employee VOC programs.

Non-Profits 60

Non-Profits Social Media B2C VOC 60

CX Journey

JUNE 22, 2017

While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions. Examples of listening posts include things like social media (Twitter, Facebook, Yelp, TripAdvisor, etc.), CRM data, and more. You earn when you listen - not just money, but respect.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

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

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. How Do You Build a Voice of the Customer Program? Voice of the Employee.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40