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Voice of the Customer

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VOC describes the in-depth process of capturing a customer's expectations, preferences and aversions. This is a research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
Voice of the Customer

  • Capturing Voice of the Customer
    - Presented by CallCopy
     Traditional quality assurance (QA) has been a cornerstone of contact center operations for more than 30 years. While this process has been effective to this point, a hyper-competitive environment has raised the bar on the level of service that must be provided, and QA alone is no longer enough. Advancements in technology have enabled organizations to more accurately capture voice of the customer (VoC) by combining QA, customer satisfaction data and speech analytics. New insight into how customers judge individual agent performance and whether the service experience meets expectations is now possible.  Read More...
  • Driving the Customer Experience and Top Line with an Integrated VoC
    - Presented by UTOPY
     In this White Paper, John Goodman, who is considered one of the founders of the Customer Experience industry and is the Vice Chairman of TARP, explains how cutting-edge companies are transforming their contact centers into the heart of the organization's VoC and CE management program. This White Paper will provide you with strategies for delivering a Voice of the Customer (VoC) program that provides top management with a useful tool for managing the Customer Experience (CE).  Read More...