Listening to the voice of your customers is just the start

 Almost all companies understand the need to collect customer feedback, but…

  • Only 4 out of 5 organizations know how to listen to the Voice of the Customer (VOC), including collecting unstructured feedback, and…
  • Just half of them have the tools and know how to extract valuable information (at-risk customers, process failures, best practices, etc.) from VOC data, and…
  • Only 1 in 5 systematically act on these insights (agent guidance, policy change, customer recovery), but…
  • 4 out of 5 do not regularly measure the impact their VOC driven policies are having.

NICE Voice of the Customer​ bridges all these gaps, breaking functional silos to create an enterprise-wide program to capture the true Voice of the Customer, understand it, and help you take decisive action.

 

 
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