Confirmit

APRIL 29, 2019

Sarah Simon, VoC Program Renovation. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. She has built relationships throughout the organization by listening to their needs and then helping them solve their problems with the data she has from her various listening posts.

CX 40

CX Unstructured Data VOC NPS 40

Fonolo

NOVEMBER 17, 2020

Customer service leaders tend to use a combination of KPIs to track performance, with NPS (Net Promoter Score) and CSat (Customer Satisfaction) being the most common. With that in mind, Data Scientists have become more desirable since it’s the management and use of all this data that will be the key differentiator.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

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 Customer 40

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