Almost all companies understand the need to collect customer feedback, but…
- Only 4 out of 5 organizations know how to listen to the Voice of the Customer (VOC), including collecting unstructured feedback, and…
- Just half of them have the tools and know how to extract valuable information (at-risk customers, process failures, best practices, etc.) from VOC data, and…
- Only 1 in 5 systematically act on these insights (agent guidance, policy change, customer recovery), but…
- 4 out of 5 do not regularly measure the impact their VOC driven policies are having.
NICE Voice of the Customer bridges all these gaps, breaking functional silos to create an enterprise-wide program to capture the true Voice of the Customer, understand it, and help you take decisive action.
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