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Voice of The Customer: Stop Just Collecting Data, Act On It!

This report highlights the growing role that voice of the customer (VoC) programs play in helping organizations meet and exceed buyer needs. As part of our analysis, we’ll observe the business value of implementing a modern VoC program. We will also address the most common challenges preventing companies from achieving desired results.

Read this Analyst Report to learn more about the finding, such as:

  • One-third of businesses don’t have a VoC program yet.
  • Best-in-Class firms achieve 6.5x greater annual improvement in customer satisfaction rates.
  • When faced with no customer feedback, Best-in-Class are 84% more likely to use behavioral data to ascertain customer sentiment and intent.
  • Best-in-Class are 55% more likely to gauge the impact of each employee on customer satisfaction results.
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DMG Consulting: Using Interaction Analytics to Improve the Customer Journey
DMG Consulting: Using Interaction Analytics to Improve the Customer Journey

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Achieving Optimal Contact Center Efficiency & Performance with Speech Analytics
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