Capturing Voice of the Customer
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Quality management has been a cornerstone of contact center operations for more than 30 years. It has served organizations well as a method of managing agent performance, while driving gains in operational efficiency and service delivery. However, while the traditional quality assurance (QA) process has been effective to this point, organizations are finding that QA alone is no longer enough. This traditional process makes significant assumptions on what customers really want and appreciate and relies too heavily on internal metrics and judgments.
This whitepaper explores how capturing voice of the customer (VoC) provides better insight into how customers judge agent performance and whether the service experience meets expectations.
Capturing Voice of the Customer Whitepaper Contents