Voice of the customer (VoC) programmes strive to capture customer feedback across multiple engagement channels engagement such as IVR, live agent, email, etc. Most important, their aim is to enable closed-loop strategies to support customer retention, employee development and omnichannel experience optimisation.
Typically, VoC programmes trigger alerts with role-based delivery via the use of text and speech analytics. In addition they offer statistical modelling services to pinpoint root causes, and digitally track progress and results with case management.
Voice of the Customer Guide
The definition of what a VoC programme can be is very wide. From simply sending alerts based on key words derived from a survey, to more complete solutions that directly contribute to contact centre optimisation and overall CX improvement.