In today’s competitive market, customer experience defines the true value of a business. Voice of the Customer is your key to grasping the spirit of your customer interactions. Through the collection, evaluation, analysis and reporting of multichannel interaction data, you will effectively assess customer satisfaction, elaborately measure key performance indicators, powerfully optimize your quality management and gain invaluable insights to act upon for operational excellence.
SESTEK Voice of the Customer captures data directly from customers through customer feedback and indirectly from interaction records though all channels, such as phone, social media and the internet. The combination of all the channels provides a holistic view of customer behavior and enables progressive and visually augmented analytics. The synergy of the individual components, such as Quality Management and Speech Analytics, allows for extended quality management capabilities and better judgment based on comparative evaluations, such as between Quality Management and Customer Feedback.
Why SESTEK Voice of the Customer?
SESTEK Voice of the Customer solutions helps organizations to do the following:
- Reveal hidden insights behind interactions
- Understand customer needs, wants and pain points
- See their products and services through customers’ eyes
- Improve employee performance with objective coaching
- Adapt a proactive approach for customer concerns
- Build long-term relationships with customers
- Increase customer satisfaction and customer loyalty
SESTEK Voice of the Customer Solutions include;