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Glossary

Voice of customer (VOC)

TTEC | Glossary | Voice of customer (VOC)

What is the Voice of customer (VOC)?

Voice of the Customer of (VoC) is a phrase used to describe customer feedback around experiences and expectations of an organization's product(s) and service(s). It involves customer needs, understandings, and product improvement.

Contact centers who listen to the Voice of Customer and take action after reviewing data can make better business decisions than organizations that lack the ability to do so.

TTEC's comprehensive Voice of Customer solution integrates all customer feedback: including voice recordings, chats, emails, agent notes, digital footprint, social commentary, surveys, shopping behavior, and characteristics.

After collecting insight into the VoC, TTEC applies its findings to drive valuable business impact, such as product improvements, opportunities for automation and self-serve, and elimination of friction points. 

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