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Voice of the Customer (VoC)

VoC helps craft a better omnichannel customer experience. Through sentiment analysis, you can gather insights from unsolicited feedback into how customers feel, improve real time outcomes for your agents and make changes across the contact center.

How to Improve the Customer Journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

Tips & Strategies for Improving Customer Experience

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

Understanding and Leveraging Voice of the Customer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

What is Customer Value?

This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

Voice of the Customer Tools and Best Practices

Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.

Consumer Empathy: 5 Tips for Deepening Customer Empathy

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.