Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you have the ability to understand what they want, and then create programmes that deliver exceptional experiences.
When measuring your Voice of the Customer, the richness of insight lies in the understanding of the scores. From unpacking verbatim responses, to overlaying secondary data - how you use the data you collect is where the true power of VOC lies. Over the years, we have enabled organisations to identify process bottlenecks, uncover niche training requirements and discover simple phrases the contact center agents can use to illicit moments of delight.
VOC is far more than a metric, its about listening to the people (your customers) who know best about how you can improve their lifetime with you. The companies that listen to these deeper insights are those that are really moving forward when it comes to CX.
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Smoke Customer Intelligence : 21 April 2023
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