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.
