The Voice of the Customer: The 2014 Report

According to a recent survey, 92% of contact centres in the UK are currently actively capturing customer feedback. But what, if anything, is being done with that feedback, and how is it influencing and shaping business strategy?

The paper discusses findings in the following key areas:

  • Which customer touchpoints are used to collect feedback
  • Methods for conducting VoC research outside of a VoC programme
  • How customer satisfaction is currently measured
  • The impact the VoC programme is having on the organisation
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