What is voice of the customer in a contact centre?
Voice of the Customer (VoC) is the gathering of customer feedback encompassing their needs, desires, and expectations regarding a company’s products and services. When executed effectively, VoC integrates multichannel feedback to drive meaningful product and service enhancements that elevate both customer experience and business outcomes.
In the context of the contact centre, VoC information can be effectively gathered. Many contact centres conduct post-contact customer surveys, enabling the calculation of crucial metrics like Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Customer Effort Scores (CES), all integral components of VoC. However, the true treasure trove of customer feedback comes from text and speech analytics. Advanced AI-driven analytics tools can assess interactions across various channels (phone, chat, email, etc.), pinpoint areas of customer praise and concerns, and present results in actionable and comprehensible formats. The combination of customer surveys and omnichannel contact analytics generates a large source of insights for VoC analysis.
How to gain voice of the customer feedback
Your contact centre plays a crucial role in gathering customer feedback and turning it into actionable insights that improve agent performance and customer relationships. An omnichannel Voice of the Customer solution unifies diverse data sources, including direct, indirect, and inferred feedback, using AI and interaction analysis to reach a wider audience. This transforms your contact centre into a hub for customer experience transformation, and enables you to share valuable VoC insights across your organisation.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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