VoC, VoE and Market Research Resources

Learn Expert Tips & Best Practices

Keep up with all the latest happenings in the Voice of the Customer, Voice of the Employee and Market Research industries, learn lessons from the experts, and identify the best ways to use Confirmit.


Sarah Simon
By Sarah Simon
02/21/2017

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. But how do you build a case to implement such a program in an area that’s so heavily based on existing performance metrics? The answer lies in making a clear, financial business argument to your C-suite and ensuring you have a well-defined set of performance objectives. 

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Carolyn Hall
By Carolyn Hall
02/17/2017

Earlier this week we announced the winners of our 20 Young Market Researchers awards. This is the first time we’ve run such a program and it was fabulous to see the level of excitement and enthusiasm of our winners.

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Miguel Ramos
By Miguel Ramos
02/16/2017

The Internet of Things (IoT), the network of physical objects that contain embedded technology to communicate and sense or interact with their internal states or the external environment, has quickly become a hot topic for 21st century businesses and Market Research businesses in particular.

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Confirmit Team
By Confirmit Team
02/16/2017

Based upon the learnings of 20 years’ experience, FastTrack combines the best practices we’ve gleaned from over the years with the ability to have you up and running very quickly. A dedicated Voice of the Customer solution built for purpose around the contact center, FastTrack enables rapid response to customer concerns while informing management decisions at a strategic level. View Voice of the customer metrics alongside traditional contact center operational metrics to build a best in class contact center.

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Stacey Nevel
By Stacey Nevel
02/09/2017

Did you know that the average company uses at least eight channels to capture customer data? Unfortunately, Aberdeen Research shows that 85% of companies aren’t using that data effectively. 

Of course, that means that a few leading companies are getting it right. They do so by building integrated voice of the customer (VoC) programs that turn customer data into concrete actions. Their approach results in satisfied customers and a measurable increase in customer spend.

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Phil Durand
By Phil Durand
02/08/2017

Last month Confirmit's Phil Durand presented a webinar titled “Too Much Data? Time to Untangle the Web”. During the session, we wanted to get a sense of where our audience stood in terms of their own CX data, so we asked two questions of all those attending. In this blog, Phil discusses these results.

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Confirmit Team
By Confirmit Team
02/03/2017

Copart is a global, online vehicle auction company with facilities and physical yard locations across the US, Canada, the UK, the UAE and Brazil. Copart wanted to use customer feedback to promote more personalized experiences. 

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Phil Durand
By Phil Durand
01/19/2017

Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programs don’t need is more data. In fact, most organizations are in danger of becoming ever more tangled up in the data they already have, as they struggle to understand the meaning of it all in order to drive business change and success.

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Confirmit Team
By Confirmit Team
01/18/2017

With Confirmit Survey Designer, you can create surveys leveraging a huge range of features to increase response rates, including dozens of innovative question types, multimedia clips, and a powerful array of feedback methods, all designed to engage your audiences and capture the insights you need.

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Holly DeMuro
By Holly DeMuro
01/17/2017

Let’s face it, we’re in business to make a profit, right? In today’s competitive marketplace you need to be sure that every investment, be it in time or money, has a positive return. But, sometimes it seems that this is all easier said than done. For example, where can a Market Research firm hope to ‘find’ Return on Investment? How can they grow that ROI? And most of all, how can all this be measured?

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