PeopleMetrics

JULY 31, 2018

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. Using a computer algorithm that identifies common themes or topics by scanning and grouping customer comments, text analytics provides an unprecedented ability to make sense of and take action on large volumes of unstructured customer feedback.

Analytics 68

Analytics Telecommunications Wireless Feedback 68

Callminer

FEBRUARY 21, 2018

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. The best way to track any online marketing is through Google Analytics, so it’s imperative for your call monitoring software to be able to integrate directly with it.

Best practices 186

Best practices call center software CRM outsourcing 186

PeopleMetrics

SEPTEMBER 24, 2018

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. Market research was developed a century ago to measure the effectiveness of advertisements and products.

Marketing 201

Marketing Advertising Feedback Consulting 201

PeopleMetrics

JULY 20, 2020

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.

Feedback 105

Feedback Customer centricity Surveys Consulting 105

PeopleMetrics

JULY 29, 2020

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.

Surveys 68

Surveys Consulting Consulting Analytics 68

Cisco - Contact Center

MARCH 21, 2019

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.

Airlines 40

Airlines Contact Center Self service Morale 40

PeopleMetrics

AUGUST 31, 2018

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. Customer service (CS) is critical for delivering a great customer experience (CX).

Customer Service 94

Customer Service Consulting Consulting Analytics 94

PeopleMetrics

JULY 17, 2018

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.

Telecommunications 187

Telecommunications Feedback Wireless Surveys 187

PeopleMetrics

JUNE 4, 2019

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.

B2C 85

B2C B2B Real estate Airlines 85

PeopleMetrics

JULY 13, 2020

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. In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures.

Feedback 52

Feedback Consulting Consulting Analytics 52

PeopleMetrics

MARCH 4, 2020

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. Closing the loop arguably drives the greatest ROI with VoC programs.

Feedback 58

Feedback Marketing Consulting Consulting 58

PeopleMetrics

JUNE 18, 2019

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. One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ).

Chatbots 48

Chatbots Feedback Consulting Consulting 48

PeopleMetrics

OCTOBER 29, 2019

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. Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter.

B2C 56

B2C Surveys B2B Feedback 56

PeopleMetrics

DECEMBER 27, 2019

If not, look to your company's business analytics and/or business intelligence department. 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.

Telecommunications 70

Telecommunications APIs Analytics Feedback 70

PeopleMetrics

AUGUST 21, 2018

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.

Surveys 70

Surveys Banking Accountability Consulting 70

PeopleMetrics

NOVEMBER 22, 2019

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. Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional.

Marketing 52

Marketing Feedback Consulting Consulting 52

PeopleMetrics

SEPTEMBER 12, 2019

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.

Feedback 76

Feedback Surveys Interactive Voice Response Contact Center 76

PeopleMetrics

MAY 28, 2020

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. Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment.

Consulting 60

Consulting Consulting Best practices Analytics 60

PeopleMetrics

JUNE 17, 2020

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. Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started.

Surveys 58

Surveys Feedback Consulting Consulting 58

PeopleMetrics

JUNE 29, 2020

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. In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program.

Feedback 71

Feedback Surveys Consulting Consulting 71

PeopleMetrics

MARCH 12, 2018

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. Do you ever wonder if you're doing as well as your competitors? Of course you do!

Benchmark 62

Benchmark Feedback Metrics Enterprise 62

PeopleMetrics

FEBRUARY 20, 2019

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.

Feedback 78

Feedback Surveys Marketing Consulting 78

PeopleMetrics

FEBRUARY 2, 2018

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. Hi everybody!

Feedback 62

Feedback Consulting Consulting Analytics 62

PeopleMetrics

MARCH 16, 2020

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. Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs.

Morale 55

Morale Upselling Surveys Coaching 55

PeopleMetrics

MAY 13, 2020

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. As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together.

Best practices 52

Best practices Feedback Consulting Consulting 52

PeopleMetrics

OCTOBER 3, 2019

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.

Surveys 55

Surveys Technical Support Analytics Enterprise 55

PeopleMetrics

AUGUST 7, 2019

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).

Telecommunications 63

Telecommunications B2B Consulting Consulting 63

PeopleMetrics

MAY 24, 2018

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.

Chief Customer Officer 52

Chief Customer Officer Feedback Enterprise Consulting 52

PeopleMetrics

MARCH 1, 2018

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. Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now?

Finance 81

Finance Feedback Consulting Consulting 81

PeopleMetrics

JULY 24, 2019

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.

B2C 56

B2C Benchmark Surveys Feedback 56

PeopleMetrics

MARCH 26, 2018

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. Are you familiar with all the different ways your customers interact with your business?

Feedback 73

Feedback Surveys B2B Consulting 73

PeopleMetrics

MARCH 21, 2018

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. We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring.

Feedback 70

Feedback Benchmark Surveys Consulting 70

Natalie Petouhof

SEPTEMBER 8, 2015

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.

Analytics 52

Analytics Big data Sales Accountability 52

TechSee

DECEMBER 5, 2017

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. According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B.

Contact Center 105

Contact Center Technology Enterprise Self service 105

PeopleMetrics

AUGUST 7, 2018

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. An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC.

Metrics 63

Metrics Interactive Voice Response Benchmark Surveys 63

PeopleMetrics

MARCH 7, 2018

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.

Feedback 67

Feedback Management Consulting Consulting 67

aircall

JANUARY 16, 2018

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. And if you’re not interested in using analytics to guide your decision-making, you should schedule some time this week to watch Moneyball. The desk phone is old fashioned. It’s bulky, boring, costly, and has limited functionality.

voip 76

voip Morale Interactive Voice Response CRM 76

JustCall

JULY 16, 2020

However, an overlay for the 973 area code - the 862 area code was put in service in December 2001. Call Monitoring and Team Analytics : Monitor the performance of agents live on calls. Track call activities and team analytics at a centralized place. Area code 973 covers the Northern and central New Jersey, US. The area code 973 came into existence in the year 1997.

virtual call center 40

virtual call center voip Call Logging Advertising 40

PeopleMetrics

DECEMBER 12, 2019

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. Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business.

Banking 76

Banking Consulting Consulting Personalization 76

PeopleMetrics

JULY 10, 2018

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.

Customer centricity 60

Customer centricity Feedback Marketing Consulting 60