What is Voice of the Customer (VoC)?

Voice of the customer (VoC) refers to a collection of customer inputs about their needs, wants and expectations regarding a company's products and services. When done right, voice of the customer (VoC) efforts take multichannel feedback and turns it into meaningful product and service enhancements that improve customer experience and the bottom line. It's a technique that puts customers at the heart of product development, as they should be.

Voice of the customer (VoC) requires multiple sources of ongoing customer input in order to get a holistic view of customers' opinions. Both qualitative and quantitative methods can be used, including surveys, focus groups, observations and mining social media comments. It's important that the right internal groups are involved in the process and that the results receive visibility with corporate leadership. Then, the voice of the customer (VoC) input needs to be used to make improvements that customers will notice and value.

Voice of the customer (VoC) in the contact center

Contact centers are logical places to collect voice of the customer (VoC) information. Many contact centers are able to administer post-contact customer surveys that can be used to calculate customer satisfaction scores (CSAT), net promoter scores (NPS), and customer effort scores (CES) - all important components of voice of the customer (VoC). But the real customer feedback gold mine comes from text and speech analytics. AI-enhanced analytics tools can analyze every contact from every channel (phone, chat, email, etc.), identify areas of customer praise and complaints, and package the results in actionable, easy to digest formats. When paired together, customer surveys and omnichannel contact analytics can provide powerful insights to voice of the customer (VoC) analysis.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our customer survey and contact analytics solutions help make the voice of the actionable and visible. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.