#VoC

Aug 19, 20194 min read

Building a CX Dashboard

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all...

507 views8 comments

Jul 23, 20193 min read

How VOC Analytics Improves Contact Center Performance

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and...

314 views13 comments

Oct 10, 20183 min read

Level Up Your VoC Program

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase...

126 views10 comments

Jun 19, 20186 min read

How Developing Empathy Leads to Better Customer Experiences

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in...

156 views8 comments

Feb 12, 20184 min read

Five Keys To Driving Voice of the Customer Success

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate...

131 views9 comments