Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Text analytics represents the present and future.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Announcing the New Cognitive and Collaborative Contact Center

Cisco - Contact Center

Using the power of cloud analytics and AI to enhance your customer experiences. Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. This is the power of cloud data analytics and artificial intelligence (AI). Today I’m thrilled to highlight some exciting enhancements we’re unveiling at Enterprise Connect, that leverage the power of cloud analytics and AI to deliver exceptional customer experiences like the one described above.

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Do you know any CX professionals who started out in market research?

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience.

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

At PeopleMetrics, not only do we help our clients design a world-class VoC program, but we also help tell the story via various analytical techniques. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Introducing CX Secrets with Sean McDade

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI).

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. The following is an excerpt from Listen Or Die by Sean McDade, P hD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short.

How to Tie Compensation to Your VoC Program

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). But be strategic about how you do it. and when. Monetary bonus programs.

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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services.

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

6 Worries That Melt Away With Cloud-Based Phone Software

aircall

Fortunately, we’ve moved beyond the reliability of “2001 Skype,” and these anxieties have been firmly debunked. Distilling meaningful analytics — in the old-school — required additional monitoring software and a few painful hours in Microsoft Excel. The desk phone is old fashioned.

voip 99

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

American Airlines Creating Wi-Fi Friction

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

CX Secrets: Keeping a CX Mindset

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Productivity Drives Customer Engagement

Natalie Petouhof

The new enhancements are designed to increase productivity for organizations by providing a simple and seamless experience across their Dynamics CRM application and their employee productivity applications like email, Excel, OneDrive for Business for easier task management, an enhanced mobile experience for the worker on the go, and enriched data and analytics, all of which will be available later this calendar year. 2001). Tweet.

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience.

Contact Center AI – What’s out there?

Comm100

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while.

Technology for 21st-Century, Experience-Driven Sports Fan Engagement

Avaya

And with the majority of stadiums built prior to 2001, when the first tech bubble popped, it’s logical to assume there are several facilities that aren’t equipped to handle this sort of bandwidth. It’s team analytics. It’s stadium analytics.