The customer contact center, while typically viewed as an important component of an enterprise, also tends to be perceived as a cost center and, therefore, a target for cutbacks. From a more short-term perspective, these cuts make sense. However, companies that adope this strategy are missing an important opportunity to reposition the contact center as a Voice of the Customer center that collects customer feedback across all internal and external channels, and transforms it into actionable insights that companies can leverage to gain a significant competitive edge.
Leveraging VOC enables companies to identify and resolve problems before they become widespread and broadly affect customer satisfaction. Listening to VOC also allows companies to stay in tune with customers' evolving needs, wants, and expectations; and to keep the growth of products and servces aligned with these changes.
Download this paper for a 5 step roadmap that can be used to reposition your contact center as a VOC center.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW