VOC
Breathing Life Into Boring Voice of the Customer Initiatives
September 20 by Greg LevineJust because your call center surveys customers and occasionally even looks at the feedback they provide doesn’t mean you have a "Voice of the Customer" initiative in place. A true VOC program...
Behind Volkswagen's New Customer Experience Strategy
August 10 by Brian CantorLittle wavering would be expected if you polled American enterprises about the importance of the customer experience—virtually all would identify it as fundamental to the success of the busine...
Call Center Week Awards Reveal World's Top Call Centers, Best Use of VOC
June 15 by Customer Management IQAs the hundreds of customer management executives and innovators in attendance at the 12th Annual Call Center Week remained focused on best practices for overcoming contact center challenges and ach...
EMC Patents VoC Reporting, Aims to Cut Analysis to Minutes
June 08 by CCW Digital EditorJennifer Bodzinski, Director of Customer Quality for EMC, joined CMIQ after her recent presentation at the 3rd Annual Customer Experience Summit.
VoC Reporting Increases ROI, If Done Right
May 26 by Cory BennettEMC, a leading technology solutions provider, is at the forefront of innovation when it comes to gathering, analyzing and reporting Voice of the Customer (VoC) data. Their methodologies were even aw...
Building an Effective Voice of the Customer System
March 09 by Reg GoekeI recently delivered a webinar for the Institute for the Study of Business Markets (ISBM) explaining how to design Value-Driven Process Improvements in order to achieve superior business performance...
5 Ways to Get Agents to Embrace Quality Monitoring
March 01 by Greg LevinFew processes in the contact center are as contentious as quality monitoring. When not carefully explained and carried out with tact and sensitivity, monitoring smacks of spying. Cries of "Big Broth...
Are you in VOC Denial?
February 01 by Rosanne D'AusilioA wiseman once said, "Denial is not a river in Egypt." We all know how impactful the voice of the customer is and how equally important it is to listen to that voice. However, research shows that...
How to Compete in Tough Times
January 21 by CCW Digital EditorIn this episode of Voice of the Customer TV, Barry Berman, Hofstra University business professor and Director of Hofstra's Executive MBA program, talks to Call Center IQ editor Gina Scanlon about hi...
Customer Service Institute of Australia Director on the Future of CEM
January 14 by Arthur ChanIQPC Sydney's Arthur Chan interviews Brett Whitford, Executive Director of the Customer Service Institute of Australia (CSIA), on the subject of social media and CEM, as well as how companies can cr...
The Top 5 Customer Service Predictions of 2011
January 13 by Brian JamesonThe predications are in. Top analysts and thought leaders in the CRM and Customer Service space have made their predictions for what’s going to be hot in 2011. Rather than create my own list o...
Thumbplay: Preparing for the New Age Customer
January 03 by Gina ScanlonMichael Biondo, Vice President of Customer Operations for Thumbplay, gives a quick promo of what he will be speaking about at the 6th Annual Call Center Summit in Orlando, Florida from January 24-27...