DMG Consulting

APRIL 11, 2022

For many contact centers, technology saved the day as businesses transformed. The cloud helped support the migration from on-site to work-at-home (WAH), analytics provided insight into the voice of the customer (VoC) and employee (VoE), and artificial intelligence (AI) and automation boosted contact center performance.

E-commerce 48

E-commerce Real Estate VOE Contact Center 48

Confirmit

MARCH 6, 2017

Video is a rich data source that allows you to gather powerful, qualitative insights into the behavior, attitude and opinions of the participants in your Market Research studies or feedback programs, whether they are for Voice of the Customer (VoC) or Voice of the Employee (VoE).

VOE 40

VOE Voice of the Employee VOC Voice of the Customer 40

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Confirmit

DECEMBER 21, 2016

I saw first-hand the evolution from traditional research methods to online technologies and services. I went from working in a Market Research company to spending six years in a software startup that provided technology for online qualitative research.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

Confirmit

JULY 18, 2017

Infobip has integrated its SMS technology with Confirmit’s SMS Flex extension so that organisations can easily send SMS survey invites as well as receive SMS survey responses, for both MR and VoC/VoE programs.

VOE 40

VOE VOC Voice of the Customer Customer Feedback 40

ClearAction

APRIL 3, 2015

What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. . —@thecxguy. —@neverstoppever.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Confirmit

FEBRUARY 25, 2019

If you’re doing something with new technologies, or are using interesting new approaches, consider our Innovation category. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. It’s where the cool kids hang out. We’d love that, but no.

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

Confirmit

MARCH 13, 2018

If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. But you knew that! Can I enter multiple categories?

VOE 40

VOE Voice of the Employee Text Analytics NPS 40

Execs In The Know

JULY 1, 2021

1 — Invest in Essential Technologies. Technology is what makes the modern contact center go vroom, but what about when the contact center is no longer centralized nor office-based? This is where technology can level-set conditions and build parity into every customer experience. Security Technologies .

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Callminer

JULY 15, 2019

On day 2, we have artificial intelligence and related technology taking center stage. It’s not just about technology! The Voice of the Customer (VoC) and Voice of the Employee (VoE) captured with speech analytics offers a rich resource for CX insight across the customer journey. Wednesday, July 24th Artificial Intelligence.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Execs In The Know

DECEMBER 6, 2021

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

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

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

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

APRIL 23, 2021

Having the proper technology is especially important for employees who are returning to the workforce, but not to the office. Research estimates that 50% of the workforce will be remote by 2024, and that 74% of CFOs plan to shift at least 5% of their on-site employees to working from home permanently.

Innovation 93

Innovation CX VOC Outlook 93

Execs In The Know

MAY 10, 2021

Leaders can and should look closely at their communication process and consider: A central repository of changes/updates: This could require a technology and infrastructure investment, but the best-case scenario is a central repository of updates and communication for agents.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132