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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Understanding Your Customers: 5 Practical Techniques
Improve Your Voice of Customer Programme
20 Smart Ideas to Improve Your Voice of the Customer Programme
Recorded Webinar: The Voice of the Customer
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Top Tips to Overhaul Your CX Programme
Drive the Voice of the Customer into the Business for Real Change
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
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12 Inspiring Tactics for Sharing the Call Centre With the Wider Company
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How Often You Should Seek Customer Feedback
Video Image: Getting Started With Using Unstructured VoC Data
Getting Started With Using Unstructured VoC Data
Customer Experiences After Call Survey Concept
What Is an After-Call Survey?
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25 Ways to Improve Your Customer Satisfaction Surveys
Recorded Webinar: How to Better Understand the Voice of the Customer
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Q&A With Product Designers About the Value of Listening to Customers
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How to Better Capture Voice of the Customer Feedback
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What’s the Best Way to Reward Customers for Their Feedback?
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How Do I.. Capture the Voice of the Customer?
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14 Best Practices to Streamline Your Incoming Customer Queries
15 Practical Techniques to Improve Your Voice of the Customer Program
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19 Reasons Why Collecting Customer Feedback Is Important for Your Organization
 
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