What is Voice of the 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.
Additional TTEC Resources
- Putting the ‘Voice’ Back in Voice of the Customer: Over the years, speech technology and the analytical processes that drive its evolution have grown to be integral elements within the contact center.
- Customer Voices Rise to the Top: BlueCross BlueShield of South Carolina uses the voice of the customer to prepare for the future of customer experience.
- VOC Finds Its Voice: Voice of the customer (VOC) programs are a staple of customer strategy programs, put in place to provide companies with the customer perspective of their experiences.
- Voices From the Customer Front Lines: Executives often talk about the importance and value of front-line employees. But does the talk translate into action?
- Capturing the Voice of the Customer Extends Well Beyond Surveys: Nothing beats direct customer feedback. It’s critical for any business to learn what its customers think about products and services, how they use them, and then identify gaps and areas of future innovation.