White Papers

ContactBabel: The Inner Circle Guide to the Voice of the Customer

Overview

Customers deserve better than open-ended feedback programs that don’t take action. Companies must expand beyond surveys and create a holistic Voice of the Customer (VoC) strategy. VoC combines and analyzes omnichannel digital and voice data so that you can turn every customer into a lifetime advocate for your brand.

Successful VoC programs rely on consistent, ongoing, and accurate data from all points throughout the customer journey. Businesses shouldn’t assume that certain aspects of the customer’s experience and journey are performing well or failing to meet expectations instead of gathering and analyzing actual data and acting upon those results.

Acting on feedback improves CX, which, in turn, can increase loyalty, save at-risk customers, and turn more customers into net promoters.

The Inner Circle Guide to the Voice of the Customer, curated by ContactBabel with sponsorship from NICE CXone, explores what areas companies should focus on to see greater results from their VoC programs.

This report details how successful VoC programs can benefit companies by:

  • Quickly identifying and prioritizing solutions to potential issues
  • Making business decisions that align with what customers truly value
  • Supporting a culture of continuous improvement within the business
  • Identifying underperforming business processes to optimize them
  • Finding unhappy customers in danger of brand abandonment

Get the report today to create a complete VoC program.

eBook

Driving VOC Program Maturity

Customer experience programs promise big results, but often struggle to deliver. Even after years in operation, many programs don’t live up to expectations.

White Papers

Close the feedback loop to deliver better CX

Closing the loop with customers is an important next step that every business must incorporate into their VOC program strategy.

Case Studies

HireRight Realizes a “Huge Win” With NICE CXone Feedback Management

As one of the world’s largest providers of background check services, HireRight is committed to helping organizations of all sizes efficiently implement, utilize, and refine their background screening programs.

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NICE named a worldwide Leader in 2024 IDC MarketScape CCaaS report

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