White Paper: VoC in the Contact Center


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

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Running a contact center is a costly and complex business, and often its value to the organization is overlooked or misunderstood. This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation.

The strategic value that a contact center is capable of delivering is, of course, significant. As a primary customer touch point, contact center agents are among the first people to learn about problems with products about changing customer attitudes, and competitor threats. Yet in many cases this information is barely disseminated around the contact center let alone to the rest of the organization where other departments can use it to improve decision making.

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