Topics: Voice of the Customer Program

46 Articles

46 Articles

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty. The CX leader immediately took the findings to the head of support to make the case for change. She had already built significant momentum and accountability around CX, so the support leader was receptive. He quickly understood the problem and wanted to fix it. Then he brought the conversation to a halt with a simple question: How long should resolution time be?

August 29, 2012 By: Andrew McInnes

VOC Practitioners Wish List

Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.

September 7, 2011 By: Chris Cottle