CX Assurance Blog

Posts about voice of the customer

    5 Ways to Fix Inefficiencies with Contact Center Testing in 2024

    In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys, 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response...

    Harmonizing Customer and Employee Insights

    In 1909, London department store owner Harry Selfridge coined the term "The Customer is Always Right" to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional...

    Mastering Complaint Management from Customer Feedback

    Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry,...

    The Real Value of VoC Programs

    As a Contact Center manager, you likely already have an established method of trying to understand how you are being perceived by your customers. Whether you have had a Voice of the Customer (VoC) program for quite some time, or you are just starting out, chances...

    Customer Feedback Management: Focus On Your Detractors

    We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a...

    5 Tips to Get More from Your VoC Program

    Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to...

    Using Customer Feedback To Empower Frontline Agents

    With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to...

    Don’t Just Collect Customer Feedback, Act On It

    Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

    VoC Platforms Give Employees a Voice Too

    As the first person customers often speak to, frontline staff in contact centers engage with customers in every kind of mood – happy, frustrated or even just plain angry.