Discover the True Voice of the Customer with speech analytics!
In today’s digital marketplace, retailers must gain a better understanding of customers’ needs, wants and concerns by continually gathering, analyzing and acting on customer feedback. As according to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator, so today, listening to the customer is more important than ever. Voice of the Customer (VoC) dashboards help retailers deliver enhanced customer experiences, engage employees and drive business change.
Imagine if your Marketing department could see not only how many leads their campaigns delivered, but also the quality, the outcome, and what products and features drove the outcome? Imagine if your Sales department had insight showing how to reduce the number of calls it takes to make a sale, or what products should be bundled to increase the average sale? This data has been living on servers isolated to the enterprise contact center for far too long.