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The Voice of Customers is Key to Improve Customer-Company Interaction

Every day, important clues about your customers’ needs pour into the call center--but are you getting the message The voice of customer calls can alert you to weaknesses within your customer service pool, problems with a product or an overall concern about a service you may have overlooked[...]

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5 Reasons Why Voice Remains a Vital Channel

As published in Connections Magazine, June issue Five Reasons Why Voice Remains a Vital Channel By Joe McFadden June 2013 With all the fuss, excitement, and chatter about new media marketing channels – digital and mobile – it’s a wonder we can hear and think about anything else[...]

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How Do You Understand the Voice of Customers?

Having a Voice of Customer, or Voc, program means you are interested in what your customers are telling you; that you want to be proactive and innovative to keep up with their needs, and you are intent on providing the best possible customer experience First, let’s review exactly what "Voice[...]

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