Voice of the Customer

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Contact Babel Report – The Inner Circle Guide to the Voice of the Customer

VoC programmes strive to capture customer feedback across multiple channels of engagement (IVR, live agent, email, etc.), while enabling closed-loop strategies to support customer retention, employee development and omnichannel experience optimisation. VoC programs typically trigger alerts with role-based delivery via the use of text and speech analytics, offer statistical modelling services to pinpoint root causes, and digitally track progress and results with case management.

Why You Should Consider Implementing a VoC Programme

Successful VoC programmes rely upon consistent, ongoing and accurate data from all points throughout the customer journey. Businesses should beware of assuming in advance that certain elements of the customer’s experience are either optimal or leave room for improvement, instead gathering and analysing actual data and acting upon the results, leaving preconception behind.

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Transformation is easy….

…….when you have a partner that can guide the way. Our consultants, architects and engineers have decades of experience in guiding contact centres into the future. We can help you implement solutions that improve the customer experience, improve efficiency and delight your teams.

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