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.


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Confirmit Team
By Confirmit Team
07/08/2017

The contact center is the face of your organization, and potentially a powerful source of strategic value. This paper focuses on the role that a Voice of the Customer (VoC) program plays in enabling continuous communication from your contact center to the rest of the organization. It provides the top reasons for gathering feedback, and details 5 ways to share customer feedback to maximize value.

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Confirmit Team
By Confirmit Team
07/05/2017

In the whitepaper, 7 Secrets of Voice of the Customer Success: A Guide for Retailers, we provide 7 steps to help you build a successful VoC program. Built into a clear model for your Voice of the Customer program, these will set you on the path to VoC enlightenment.

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Confirmit Team
By Confirmit Team
06/13/2017

How the Compass CX Maturity Instrument was Validated and What the Research Revealed About CX Program Successes, Strengths and Weaknesses.

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Chris Brown
By Chris Brown
04/11/2017

Is your Voice of the Customer program delivering great response rates? Is your executive team using your data on a daily basis? No? Don’t worry, you’re not alone. 

Building a customer experience program that drives transformational change means you need to maximize your feedback, produce valuable and usable data, and engage the wider business. That’s not easy, but it is possible.

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Confirmit Team
By Confirmit Team
03/07/2017

Technology is at the heart of CATI operations. It facilitates your staff’s workflows, helps you deliver on the promises you’ve made to clients, and drives management decisions. Subpar system performance and technical limitations can have dire consequences for your business

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Confirmit Team
By Confirmit Team
12/02/2016

As the Market Research industry evolves and develops with the changing times, we need to develop new norms and methodologies to ensure we stay relevant and continue to deliver the insights that research buyers demand and need. The rise in use of social media platforms presents Market Researchers with exciting new ways of obtaining insights into consumer thinking, opinions and attitudes towards events of the day.

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Confirmit Team
By Confirmit Team
11/22/2016

In this guide, we address a number of the critical elements of creating and managing a Voice of the Customer programme. Most true programmes are still relatively immature and for businesses at that stage, there is some great guidance on rolling out new stages of your activities, identifying the right metrics for your organisation and ensuring that you’re able to retain executive-level support in the longer term.

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Lisa Garthside
By Lisa Garthside
09/08/2016
Stefan Kolle
Stefan Kolle

Your customer experience strategy depends on a customer-centric culture. So you need to ensure that your people are willing, skilled and able to execute what is asked of them. Most importantly they need to know what you are doing within your CX strategy, why you’re doing it, the benefit to them in supporting it.

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Confirmit Team
By Confirmit Team
08/22/2016

How many times this week have you been invited to provide feedback by a company you’ve recently bought from? Survey fatigue is an important topic in Market Research, as respondents often experience it, and data quality can suffer as a result. Confirmit has compiled a set of best practices from our own expertise and discussions with leading Market Researchers to help you overcome challenges linked with survey fatigue

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Confirmit Team
By Confirmit Team
08/10/2016

Employee engagement is a tried and true concept. Over the past 50 years it’s undergone myriad rebrands, shifts and re-awakenings, but the idea that motivated employees are better for business is well-established. In this whitepaper we focus on how today’s forward-thinking businesses are moving beyond “traditional” methods and towards developing new strategies for measuring and acting on employee engagement metrics. 

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