Articles - Voice of the Customer

The Voice of the Customer (VoC) is one of the most valuable sources of insight a contact centre can have. This topic brings together expert articles, case studies, and proven techniques to help you collect, analyse, and respond to customer feedback effectively. Discover how to design VoC programmes that drive real improvement, from surveys and sentiment analysis to root-cause investigation and closed-loop action. With practical advice and examples from leading operations, these resources show how listening to customers can shape strategy, strengthen loyalty, and enhance every interaction.

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Video Image: How VoC Programmes Are Changing
How VoC Programmes Are Changing
Video Image: The Evolution of Voice of the Customer
The Evolution of Voice of the Customer
Voice of Customer VoC illustration with customer feedback collection, surveys and analysis. VoC insights, customer experience and data visualization themes
What’s Next for Voice of the Customer (VoC)?
Gathering feedback concept with one hand holding idea lightbulb and another with speech bubbles
What’s the Best Way to Reward Customers for Their Feedback?
Customer feedback increasing agent performance
Using Customer Feedback to Improve Agent Performance
Quick Wins to Improve Your C-Sat Scores
Charing feedback and ideas concept with three people with speech bubbles over heads
Want Your Frontline Staff to Share More Customer Feedback? Try This!
Person holding tablet with experience survey on green background
Top Tips to Overhaul Your CX Programme
A hand showing thumb-up and five stars on red background
Top CX Methods
Fixing issues with tech concept illustration with laptop and icons
15 Ways Contact Centre Technology Can Help Address Inefficiencies
Illustration of hands holding phone with faces on them - positive, neutral, negative
An Introduction to… Post-Call Surveys
Map navigation red pointer on the road in perspective
How to Improve Your Customer Journey Mapping
Streamline concept with 3 flows of spheres converging in a single row
14 Best Practices to Streamline Your Incoming Customer Queries
Video Image: Getting Started With Using Unstructured VoC Data
Getting Started With Using Unstructured VoC Data
Comic books dialog bubbles. Cartoon book superhero scrapbook page template, empty comical speech clouds
Are You Embracing the Potential of Unstructured VoC Data?
Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover
Missing Opportunities With Voice of the Customer Data
Sharing ideas and learning concept with people looking at icons
12 Inspiring Tactics for Sharing the Call Centre With the Wider Company
Customer feedback concept
11 Best Practices for a Voice of the Customer Survey
Person holding clock over their face
How Often You Should Seek Customer Feedback
Bowl of colourful loops top view
How to Provide Closed-Loop Feedback With Employees and Customers
Customer Experiences After Call Survey Concept
What Is an After-Call Survey?
Survey rating icons next to person on tablet
How to Create the Best Customer Service Survey – With Examples
Improve Your Voice of Customer Programme
20 Smart Ideas to Improve Your Voice of the Customer Programme
Survey 2021 Contact Centre Technology
Contact Centre Technology Trends
 
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