Voice of the Customer

The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017

A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017

AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017

The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Posted November 16, 2016

Confirmit Fast Track is a voice of the customer solution that can be combined with other business systems.
Posted November 16, 2016

Actionable customer experience research depends not only on gathering data for focused insight but being able to access and deploy that insight efficiently and then benchmark results. Often the barriers between technology and insight have made this a daunting task, one that Forrester and Verint Systems hope to address with a partnership announced today.
Posted November 07, 2016

New customer experience management solutions help insurers meet members' increasing expectations.
Posted November 03, 2016

Driving customer service change doesn't have to involve more surveys; it means engaging employees to drive the right behaviors.
Posted October 04, 2016

The acquisition is expected to help Calabrio speed up its corporate growth.
Posted August 30, 2016

Confirmit continues its evolution of the CATI predictive dialer for collecting market research.
Posted August 04, 2016

Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016

Customer effort scores can be used to improve customer service, but only if used properly.
Posted May 27, 2016

Medallia Text Analytics uses machine learning to extract meaning from customer feedback.
Posted March 16, 2016

Stella Connect offers a new way for consumers to provide feedback about their customer service experiences.
Posted February 10, 2016

NICE's latest VOC solution maps emotional expression to observed behaviors
Posted February 08, 2016

DCXT includes Creative Virtual's V-Person virtual assistant technology. (Featured on DestinationCRM.com.)
Posted January 11, 2016

Providing the right customer service experience starts with hiring and involves training and listening to and acting on customer feedback.
Posted November 12, 2015

HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand.
Posted November 11, 2015

Kampyle's NebualCX lets companies see, share, and act on customer feedback.
Posted November 04, 2015

Satisfaction Prediction uses machine learning to identify which customer interactions are at risk of turning bad in real time.
Posted October 07, 2015

Product enhancements support large-scale, global programs for in-the-moment, omnichannel feedback capture and personalized, role-based analysis.
Posted September 23, 2015

Posted July 30, 2015

Solution gathers feedback and operationalizes voice of the customer.
Posted May 28, 2015

Solutions serve multimarket and global brands with multilingual customers.
Posted May 20, 2015

A revamped WFO suite prioritizes customer engagement and employee optimization with an assist from analytics and voice biometrics.
Posted April 01, 2015

Preference management solutions can be used to drive proactive customer care initiatives.
Posted March 30, 2015

Helps companies continuously measure and manage their performance to gather the right information needed to drive the right actions.
Posted March 25, 2015

VOC and market research solution can reduce coordination costs by up to 90 percent.
Posted March 24, 2015

Four survey topics and mistakes every business must be aware of.
Posted February 23, 2015

Enables companies can see information at a granular context and take immediate action.
Posted February 17, 2015

Companies to provide complete cloud-based platform for contact centers.
Posted January 28, 2015

If you want loyal customers, get to know them—and use what you know.
Posted January 21, 2015

Used with metrics that monitor performance quality, churn can provide insight into every aspect of an organization.
Posted December 09, 2014

Enhanced release drives actions based on surveys and third-party insight.
Posted November 24, 2014

A multichannel strategy trumps low prices and promotions to snag this elusive audience.
Posted November 13, 2014

Partnership to complement 3CLogic's advanced contact center platform with Voice of the Customer (VOC) analytics, training and implementation.
Posted November 12, 2014

Whether offering greater multichannel insights, motivating agents, or fostering employee collaboration, Kana's latest enterprise platform blends customer engagement with context.
Posted November 10, 2014

Semantic Building Blocks functionality enables contact centers to identify trending sentiment.
Posted November 06, 2014

Solution employs technology from recent Uptivity acquisition.
Posted September 15, 2014

It may take a village to keep your customers happy and improve your bottom line, but you need patience.
Posted September 11, 2014

Companies that ignore this generation can kiss their brands good-bye.
Posted September 04, 2014

Solution enables Web site owners to contextualize visitor browsing sessions with the feedback.
Posted September 03, 2014

Use this process to dramatically improve your customer satisfaction.
Posted July 30, 2014

Understanding customer issues allows organizations to take steps to resolve root causes.
Posted July 23, 2014

By recognizing the shift in how customers seek assistance, businesses can not only improve satisfaction, but potentially boost revenue as well.
Posted May 22, 2014

Here's how interaction analytics can put your business back in control.
Posted May 14, 2014

Features include deeper integration with Saleforce.com, white labeling, and custom integration of APIs.
Posted April 15, 2014

Improve your lead conversion rates as well as your customers' experiences.
Posted April 15, 2014

These front-line employees are your brand. Are you giving them the tools they need to develop customer loyalty?
Posted April 07, 2014

Solutions that include voice of the customer are getting significant traction in the technology market and are one of the hottest topics after CRM.
Posted April 03, 2014