What is Voice of the Customer (VOC)?
Voice of the customer (VOC) is a process that enables feedback collection, analysis and action on customer feedback across the comprehensive customer journey through a holistic VOC application. The goals of VOC are to improve customer satisfaction, increase agent engagement, boost loyalty, and increase operational efficiencies to reduce costs.
In the contact center, a holistic VOC application enables:
- Feedback collection through any voice or digital channel, creating an effortless experience in all channels.
- Faster time to value with hassle-free IVR survey integration.
- Personalized agent coaching and recognition through embedded CSAT in quality management and performance management, i n oder to improve agent performance.
- Closed loop action in the unified agent desktop, empowering employees to follow up with customers in their channel of choice to prevent churn.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.