Confirmit

AUGUST 7, 2019

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.

Voice of the Employee 40

Voice of the Employee Business Growth Customer Experience 40

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

VOE 40

VOE Voice of the Employee VOC Social Media 40

Execs In The Know

JULY 1, 2021

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 98

VOE Voice of the Employee Entertainment Contact Center 98

1 to 1

FEBRUARY 12, 2015

A few weeks ago, many of our customer experience analysts including my colleague Maxie Schmidt and me were glued to our computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25 percent of CX professionals say their companies'' CX programs actually improve customer experience.

Voice of the Employee 54

Voice of the Employee CX Voice of the Customer Customer Feedback 54

Execs In The Know

MAY 18, 2021

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 92

VOE Voice of the Employee Voice of the Customer Sports 92

Execs In The Know

APRIL 23, 2021

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.”.

Innovation 93

Innovation VOE Voice of the Employee VOC 93

Execs In The Know

DECEMBER 6, 2021

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.

Contact Center 52

Contact Center Net Promoter Score Unstructured Data VOE 52

Execs In The Know

DECEMBER 6, 2021

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.

Contact Center 52

Contact Center Net Promoter Score Unstructured Data VOE 52

PeopleMetrics

SEPTEMBER 17, 2015

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.

Voice of the Employee 120

Voice of the Employee Customer Experience Voice of the Customer Construction 120

PeopleMetrics

APRIL 9, 2015

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.

Voice of the Employee 125

Voice of the Employee Customer Experience Voice of the Customer B2B 125

PeopleMetrics

JANUARY 14, 2015

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.

Voice of the Employee 117

Voice of the Employee Voice of the Customer Customer Feedback Sales 117

PeopleMetrics

MAY 12, 2015

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.

Voice of the Employee 107

Voice of the Employee Engineering Customer Service Customer Experience Management 107

PeopleMetrics

AUGUST 25, 2015

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.

Voice of the Employee 96

Voice of the Employee Voice of the Customer Customer Retention Customer Experience Management 96

PeopleMetrics

SEPTEMBER 1, 2015

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.).

Voice of the Employee 103

Voice of the Employee Customer Service Customer Experience 103

PeopleMetrics

MARCH 13, 2015

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.

Voice of the Employee 109

Voice of the Employee Customer Experience Net Promoter Score Close the Loop 109

PeopleMetrics

MARCH 2, 2015

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.

Voice of the Employee 106

Voice of the Employee Customer Satisfaction Customer Experience 106

PeopleMetrics

OCTOBER 14, 2015

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.

Voice of the Employee 92

Voice of the Employee 92

PeopleMetrics

JUNE 16, 2015

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.

Voice of the Employee 96

Voice of the Employee Net Promoter Score Scorecard CX 96

PeopleMetrics

FEBRUARY 6, 2015

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.

Voice of the Employee 86

Voice of the Employee Net Promoter Score Customer Experience Text Analytics 86

PeopleMetrics

NOVEMBER 17, 2014

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.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

Confirmit

MARCH 5, 2017

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

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

Confirmit

JANUARY 9, 2018

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.

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

Confirmit

JANUARY 9, 2018

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.

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

Confirmit

MAY 10, 2018

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

Voice of the Employee 40

Voice of the Employee Voice of the Customer Technology Technology 40

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

VOE 40

VOE VOC Voice of the Employee Voice of the Customer 40

Confirmit

JANUARY 9, 2018

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

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

JANUARY 9, 2018

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

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

APRIL 29, 2020

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.

Voice of the Employee 52

Voice of the Employee 52

Uniphore

AUGUST 6, 2021

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?

Contact Center 246

Contact Center Artificial Intelligence Social Media Voice of the Employee 246

Confirmit

APRIL 30, 2018

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

Voice of the Employee 40

Voice of the Employee 40

Confirmit

FEBRUARY 28, 2018

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.

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

Confirmit

APRIL 5, 2018

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

Voice of the Employee 40

Voice of the Employee 40

Uniphore

JUNE 22, 2021

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.

Social Media 219

Social Media Contact Center Entertainment NPS 219

Confirmit

MARCH 5, 2017

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

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

Confirmit

FEBRUARY 22, 2017

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

Voice of the Employee 40

Voice of the Employee Voice of the Customer 40

Confirmit

NOVEMBER 14, 2019

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

Voice of the Employee 40

Voice of the Employee 40

Confirmit

JUNE 13, 2018

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

Voice of the Employee 40

Voice of the Employee Voice of the Customer CX 40