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Voice of the Customer Software White Papers

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Voice of the Customer (VOC) describes the in-depth process of capturing a customer's expectations, preferences and aversions. This is a research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. Advancements have enabled businesses to more accurately capture VOC data.

The following Voice of the Customer white papers can teach organizations how to capture valuable customer feedback, enabling the organization to learn more about their customer's experiences and expectations.

Voice of the Customer Software White Papers

  • The 12 Customer Emotions Brands Must Understand
    — Presented By: CallMiner

    The 12 Customer Emotions Brands Must Understand details why and how emotional analysis of conversations with your customers across multiple channels is key to competing on customer experience. It discusses how technology can now identify and categorize a dozen distinct

  • The New Digital Customer Engagement For The New (Ab)Normal
    — Presented By: eGain

    Covid has changed everything. Concerned about virus exposure, consumers, including the older demographics, are moving to digital channels for customer service like never before. However, the same old limited digital capabilities do not cut it in the new environment. Read

  • Transforming the Contact Center into a Customer Intelligence Hub
    — Presented By: Calabrio

    Most organizations lack the proper technology and are overwhelmed by the volume and unstructured nature of their VOC data. Finally, new technologies make it easy and cost-efficient to turn your VOC data into actionable insights.