Call centers should us customer feedback from surveys, analytics, and QA to create targeted training and development programs that directly improve agent performance, customer experience, and business ...

Discover how marketers are moving beyond traditional surveys to harness voice and text interactions for genuine voice of the customer analysis and insight. In today's digital landscape, understanding ...

After a considerable amount of research and thought, Liss came back with the concept of a “voice of the customer” (VOC) infrastructure that would collect both quantitative and qualitative input from ...

Sentiment analysis — a sophisticated tool that interprets the emotional tone behind words, giving brands a lens into how their services or products resonate. Customer feedback is a treasure trove of ...

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...