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Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight
In this whitepaper, we’ll discuss the importance of VoC, how to measure it with data-driven strategies and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.

What is CSAT? Definition, How to Measure CSAT & Tips
CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in...

Consumer Empathy: 5 Tips for Deepening Customer Empathy
What’s the one skill that every customer support agent should have? Ask this question to anyone who has served in customer support, and they will have customer empathy high on their list. Customer...

5 Essentials to Build an Innovation Culture in Customer Service and CX featuring Micah Solomon
Hear from CX consultant, Forbes contributor, and best selling author, Micah Solomon as he discusses the five prerequisites for innovation to grow and be sustained in your business.

The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!

Customer Satisfaction Survey Questions: Tips, Examples & Best Practices
There are hundreds of potential questions you might ask on a customer satisfaction survey, but the best questions for any particular survey depend on your goals, your audience, your industry, and...

What is a Customer Experience Map? How to Create an Effective Customer Experience Map
A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to...

For Better Customer Experience, Take a Closer Look at Context in Your Contact Center
Contact centers contain a plethora of data that can drastically impact customer experience and your customer’s overall relationship with you. It’s the place where the voice of the employee, voice...

What is Customer Experience Analysis?
A positive, engaging customer experience fosters customer loyalty and drives growth. In fact, 86% of customers say they’re willing to pay more for a better customer experience. According to...

Customer Experience Management Tips & Best Practices
Customer experience management is the process of controlling interactions with leads and buyers at an organization with the goal of providing satisfactory care. Managing the experiences of...

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights
The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain...

Why Your Contact Center Conversations Are A CX Goldmine! Hosted by CXPA
Pull back the curtain from the contact center and shine as spotlight to uncover the key drivers of customer experience from every conversation being captured already!

CallMiner Visualize: Powered by Tableau®
CallMiner Visualize powered by Tableau® brings your speech analytics data story to life. Customize and compare graphical data to reveal insight to enable change.

Omnichannel Interaction Analytics