Measure the level of

 customer satisfaction 

Voice of the Customer

Voice of the Customer is the ideal tool for understanding customer satisfaction: it collects, evaluates and reports multichannel interaction data from your customers. With these data reports, you can measure key performance indicators, optimize quality management and gain valuable insights into your customers.

Find Out Exactly What Your Customers are Saying, Then Act

In today’s competitive, social market, customer experience makes or breaks a business. If you’re unaware of customer experience or what people are saying about your brand, you’re putting yourself in serious danger. The deluge of data can be difficult for most organizations to sift through and make sense of—but it doesn’t have to be.

Voice of the Customer analytics collects data from a variety of channels: phone, social media and internet communication. By presenting each individually and together, the interaction analytics provides a full, holistic view of customer behavior and feedback. With progressive, visual analytics, it’s easy to measure customer experience at a glance.

How Voice of the Customer Solutions Save You Time & Money

Optimized Performance Management
With analytics for call center interaction, Voice of the Customer helps you objectively evaluate agent performance, then take the proper course of action for improvement. Compare segments and segment based on performance, or get an in-depth analysis of your organization’s overall performance. Call center interactions recorded by the software are essential for employee training, providing examples of how agents should or should not handle a stressful issue. With this speech analytics data at your fingertips, discovering and acting upon your team’s weak points is easy—helping you serve customers to the best of your ability.

Customer Experience
Our interaction analytics records all customer interactions with your organization, so you can truly understand your customers’ perspective. From call center interaction to online postings, our interaction analytics help you take an objective view of your products and services through the eyes of the customer, alerting you to their needs, behaviors, concerns and pain points.

Once you’ve identified concerns with Voice of the Customer analytics, you can provide quick responses in real time to set things right. With speedy resolution, you signal to customers that you truly care about what they think. This improves your customer churn and retention rates while increasing customer satisfaction and loyalty. And the best part is that it’s easy to make sense of all this data thanks to our visualized reports.

Additional Resources

Introduction to Voice of the Customer

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The Advantages of Voice of the Customer Solutions

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