Confirmit for Voice of the Employee

Confirmit

Confirmit helps businesses listen to employees, analyze data, and take action on the feedback. Our platform empowers companies to translate valuable data into insights that can be used to enhance the employee experience, which in turn impacts employee engagement, improves customer experience and ultimately drives business growth. Flexible and Scalable: Confirmit can support your employee engagement program, regardless of your company’s size.

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

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. The Current Landscape. 4: Unite the Two; Use the Data.

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Voice of the Employee: A Global Study Examining the Essential Role of Employee Voice in Customer Exp

Confirmit

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. But there is another similarly important source of business insight also on the doorstep of organisations – their employees.

VOE 40

Four Must-Haves for Building Long-Term Work-From-Home Success

Execs In The Know

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. But it’s not enough to set stakes in the ground.

VOE 83

Highlights from Four Powerful Panels During CRS — Spring 2021

Execs In The Know

Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. Blog post, written by: Execs In The Know.

VOE 74

CX Leaders: You’re on the Precipice of Innovation

Execs In The Know

The onset of coronavirus required us all to become crisis management experts overnight. Now, after more than a year of upheaval and change, the world is opening back up – giving us a unique opportunity to capitalize on what we learned to ease the journey into our “new normal.”.

Making Agent Mental Health a Priority: Five Agent Stressors and How to Address Them

Execs In The Know

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction.

VOE 68

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control. Which made the rest of us the big, dumb elephant.

The Best Customer Experience Strategies Are Invisible

PeopleMetrics

Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible on the surface. The Iceberg Theory is similar to another premise in design that argues good design is 99% invisible. The premise suggests that great designers should consider problems from every angle, so the user doesn’t have to.

Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. Creating a body of work is not about waiting for a lighting strike. If you wait for the perfect idea, then you’re not going to create much. But, if you keep working and improving, one day, you’ll be able to look back on a body of work.

How to Navigate Toward Customer Centricity

PeopleMetrics

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal. Which begs the question: What can you do to remain relevant for customers in the long term? Use customer and employee feedback to make minor corrections. For potential customers, you’re one of many ships at sea.

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency.

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

PeopleMetrics

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either. Her story echoes the original article's tales of Amazon’s work-above-all responses to personal crisis.).

How to Communicate your Way to a Better Customer Experience

PeopleMetrics

According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete. It also happens to be the one dimension that is most challenging to fix.

Getting Employees to Care: Employee Engagement and Culture

PeopleMetrics

Employees. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? To make it worse, “How do we get employees to care?” creates a division between you and your employees from the start. But employees are part of the collective “we” that makes up your company. Three Elements of Organizational Alignment. The first two exist whether you focus on them or not.

What Ants Can Show You About Employee Engagement & Customer Centricity

PeopleMetrics

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants. Do you recall Aesop’s fable “The Ant and the Grasshopper?” Remember the industrious ant preparing for the winter, while the lazy grasshopper frolics away the days? The Ants Go Marching None By None. of the ants were always active.

New Data Show Lack of Leadership Commitment to Customer Centricity

PeopleMetrics

The CX Feud! DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. The Survey Says. 90% of participants agree that customer experience (CX) is a stated strategic imperative, yet just 1 in 2 have an established budget for improving customer experience. Employee involvement goes just one way. What The Numbers Imply.

Don't Skip this Essential Step in Improving Your Customer Experience

PeopleMetrics

You''ve got your Voice of the Customer program in place. You have the attention and support of leadership for customer experience improvement. The answer is likely right in front of you. In our research into customer-centric culture, we found strong cross-departmental working relationships were present in truly customer-centric and highly engaged workforces but were lacking in workforces on the other side of the spectrum.

Tips for Using Voice of the Customer in Performance Reviews

PeopleMetrics

It''s that most wonderful time of the year – the close of fiscal! It''s when we hope we hit our numbers, when we start wondering how in the world we’ll hit next year''s, and when (uh oh!) Regardless of what happens, you want to be even and fair and helpful. 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.

A journey to highly commended #CX Leader of the Year 2021

RateMyService

With over 150 entries from across the world, Rosebella Abok from BrighterMonday made it into the Top 5 highly commended CX Leader finalists. Surveys were also used to capture Voice of the Employee. Drive improvements Rollout of key initiatives: 1.

Horizons Version 20 Fact Sheet

Confirmit

Confirmit Horizons™ Version 20 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change. Voice of the Customer Voice of the Employee Market Research

Confirmit Horizons Version 23

Confirmit

Confirmit Horizons™ Version 23 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change. Download the factsheet to learn more.

Confirmit Horizons Version 23

Confirmit

Confirmit Horizons™ Version 23 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change. Download the factsheet to learn more.

Location Triggering and Beacon Technology Capture Real-Time Feedback Fact Sheet

Confirmit

With Confirmit Location Triggering, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. The data you collect can be analyzed alongside other rich sources of customer data and used to automatically initiate the appropriate next step. Download the fact sheet to learn more. Voice of the Customer Voice of the Employee Market Research

Building a Flexible EX Management Platform

Confirmit

Register to the webinar for your region: Australia: 19th May @ 11am AEST. Changes to employees’ work and home lives have fundamentally changed their experience as employees. How these companies are choosing the best platform to meet their evolving needs.

Confirmit IVR Fact Sheet

Confirmit

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback. Download the fact sheet to learn more about Confirmit IVR. Voice of the Customer Voice of the Employee Market Research Factsheets

Confirmit IVR Fact Sheet

Confirmit

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback. Download the fact sheet to learn more about Confirmit IVR. Voice of the Customer Voice of the Employee Market Research Factsheets

Video Capture Fact Sheet

Confirmit

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). By capturing video you can gain deeper insights and a clearer understanding of your respondents to help drive effective decision making.

VOE 40

The True Cost of Employee Disengagement in the New Normal

Uniphore

These are some of top contact center pain points driving employee disengagement today. And with agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. The New Normal. The results?

Should speech and text analytics be used outside the contact center?

DMG Consulting

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers.

5 Reasons Not To Ignore the Rants of Your Call Center Agents

Uniphore

Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you.

Confirmit Employee Pulse

Confirmit

Confirmit Employee Pulse empowers every part of your business to quickly collect the insights they need, when they need them. Configured according to rules that you define, it is the pulse survey module of Confirmit Employee Voices, the the Continuous Listening suite that enables you to run any type of employee feedback programme for a full picture of your business. Voice of the Employee Factsheets

Confirmit Discovery Analytics Fact Sheet

Confirmit

While high-level metrics and reporting are enlightening, metrics alone don’t provide the level of detail businesses need and a detailed analysis of reports is often extremely labor intensive. Confirmit’s Discovery Analytics is an easy-to-use solution that helps analysts interact with, explore, and visualize data collected from Voice of the Customer, Voice of the Employee, and Market Research programs.

Confirmit Employee Pulse

Confirmit

Confirmit Employee Pulse empowers every part of your business to quickly collect the insights they need, when they need them. Configured according to rules that you define, it is the pulse survey module of Confirmit Employee Voices, the the Continuous Listening suite that enables you to run any type of employee feedback program for a full picture of your business. All Industries Voice of the Employee Factsheets

Hierarchy Management Fact Sheet

Confirmit

Hierarchies impact virtually every part of a business. Effectively managing hierarchies is imperative for quality and integrity of data collection and reporting for most Voice of the Customer, Voice of the Employee, and Market Research programs. Voice of the Customer Voice of the Employee Market Research

Employee Experience: ROI and How to Get There

Confirmit

A focus on the Employee Experience (EX) can have significant benefits. Most EX practitioners struggle to measure and prove the value of EX. In this webinar we will discuss the right measures for EX, and show you how to use them as a foundation to demonstrate the ROI of your efforts. Sam will share findings from his recent research including examples of how other companies have tackled these challenges. Voice of the Employee Webinars

10 Tips for Creating Engaging Surveys Quickly and Easily

Confirmit

Corporations conducting Voice of the Customer/Voice of the Employee surveys and Market Researchers often struggle with declining survey response rates and low respondent engagement. To that end, research has shown that generalist market researchers, for example, can spend up to 17% of their total working time designing and programming surveys. Voice of the Customer Voice of the Employee Market Research Webinars Best Practices

Why Paying Employees for Delivering Good CX is a Bad Idea

Confirmit

Firms should hold employees accountable for delivering better experiences. This report, Why Paying Employees for Delivering Good CX is a Bad Idea, May 2018, Forrester , recommends better ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives. All Industries Voice of the Customer Voice of the Employee Analyst Insight

Confirmit Employee Pulse

Confirmit

Confirmit Employee Pulse empowers every part of your business to quickly collect the insights they need, when they need them. Configured according to rules that you define, it is the pulse survey module of Confirmit Employee Voices, the the Continuous Listening suite that enables you to run any type of employee feedback program for a full picture of your business: Pulse and Annual Engagement surveys that measure your company’s overall organizational health.

VOE 40

Translation Services Fact Sheet

Confirmit

And in today’s diverse global business environment, research firms depend on translation services to bridge the linguistic and cultural gap ensuring the accuracy of your global research data. Download the fact sheet to learn more. Voice of the Customer Voice of the Employee Market Research Researchers know that accurate results depend on accurate data.