Listening post what is

Log in Sign Up. Save Word. Definition of listening post. Examples of listening post in a Sentence Recent Examples on the Web Under his leadership, the Panjshir Valley became a kind of forward listening post for Western intelligence, a free enclave of the minority Tajik ethnicity in a country dominated by the Pashtun regime of the Taliban, and a constant thorn in its side.

First Known Use of listening post , in the meaning defined above. Buying Guide Our team at The Usage has selected the best baby monitor of Learn More About listening post.

Share listening post Post the Definition of listening post to Facebook Share the Definition of listening post on Twitter. Time Traveler for listening post The first known use of listening post was in See more words from the same year. Statistics for listening post Look-up Popularity. But, to design your service experience intentionally, you must have a deep understanding of who your customer is and what they truly want and need.

However, we believe that organizations must move past the obvious criteria, and instead, focus on a more holistic view of their customers. Listening posts are customer-centric mechanisms companies can use to assess the customer experience at the individual level as well as in aggregate, and to identify areas where customer needs are or are not being met. These kinds of tools are essential in collecting the feedback required to effectively develop and refine the service experience.

Listening posts are not just about collecting statistical data on your customers, but rather understanding their needs, wants, and expectations—and how you can adjust your service strategy to address real or perceived gaps in the service experience. At Disney, we collect Guest feedback through a variety of important listening posts, including: Face-to-Face Research: This can be as simple as asking Guests where they are visiting from, or what a Guest thought of a specific ride or event.

Immediate feedback offers the opportunity to make short-term adjustments quickly or provide immediate service recovery, if necessary. Direct Guest Communications: Listen intently to the letters, e-mails, and phone calls you receive from customers. Contact centers make rich listening posts because they communicate with customers every day. The first place to start is by talking to agents, who can summarize what common themes customers talk to them about.

That information can be supplemented by AI-driven interaction analytics. This technology can summarize call reasons and customer emotions based on what was said during the interaction. Another powerful tool is the automated administration of surveys, which enables surveys to be presented to customers immediately following the contact. Analytics tools can quickly calculate survey results and present them in insightful formats. Listening posts are invaluable for understanding what customers truly think and feel.

Savvy organizations are collecting and assessing customer feedback in order to improve the customer journey. How NICE can help. NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences.

Our survey and interaction analytics solutions turn contact centers into powerful listening posts. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations.

CXone includes:.