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VOICE OF THE CUSTOMER

Voice of the customer (VOC) is a term used to describe the process of capturing a customer's qualitative experiences and feedback, organizing the content into categories for analysis, and then analyzing and acting on feedback based on relative importance and sentiment. The term has recently gotten additional attention as leading companies have begun using text mining and text analytics to automate the capture and analysis of "voice of the customer" content from the Web, CRM, and survey sources.

Voice of the Customer is part of Business Exchange, suggested by Sid Banerjee. This topic contains 131 news and 118 blog items. Read updated news, blogs, and resources about Voice of the Customer. Find user-submitted articles and reactions on Voice of the Customer from like-minded professionals.

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16 Voice Of The Customer Recommendationsmore

I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed...

Close the Gap between Customer Promise and Customer Experiencemore

Always Right - Drucker Apps - November 6, 2009more

When Ford Motor Co. reported a third-quarter profit of nearly $1 billion this week, analysts cited a number of factors,...

Nexidia Launches First Real-time Speech Analyticsmore

All of a sudden speech analytics has become a very hot topic (See: “Does Your Customer Voice Matter”) (http://www.

The Price of a Poor Experience - Peter Bregmanmore

Attensity Listening to Social Media Worldmore

If anyone is in any doubt the way people communicate with each other and with companies has changed dramatically (see...

A Web of Engagement: How to measure customer engagement online and dri...more

Call Center Mythbusters, A Trilogy: Part 3: Managementmore

Tripp Babbitt discusses myths about the design and management of work in the call center. Learn why businesses are...

The Business Case for IVRs and Automated Speech Recognitionmore

A huge opportunity exists for organizations looking to contain call center costs and improve customer satisfaction by...

Interactive Voice Response (IVR) Design and the Call Center: A Travelo...more

Learn why communication between the call center and the keepers of the Interactive Voice Response is imperative.

Customer Resistance to Innovationmore

Sometimes the biggest resistance to innovation comes from the person who should benefit most from it - the customer.

Leveraging the Voice of the Customer to Navigate the Direction of Your...more

In this panel discussion, Market leaders will provide you with consumer segmentation best practices, new ways of...

Leveraging Customer Feedback for Profit: Advances in Speech Analytics ...more

Utopy's Colette Yee examines the importance of customer feedback and new trends in leveraging voice of the customer for...

Using Integrated Voice Response (IVR) to Gauge Customer Experiencemore

The use of Integrated Voice Response and voice automation enables a company to improve its customer service and lower...

Customer Feedback: The Key to Creating More Valuemore

Collecting customer feedback isn’t just about finding out what your customers are unhappy about–instead, it’s about...

Customer Feedback: It Pays to Listen | Allegiance Engagement & Loy...more

Here's how and why it pays to listen to the voice of your customers and act on their feedback

Five Use Cases to Leverage Twitter for your Businessmore

is the latest trend in social media and while it is still unclear how Twitter will influence and change humans and...

Upcoming VOC peer-to-peer networking eventsmore

Irvine, CA (Oct. 13, 2009); Chicago, IL (Oct. 15, 2009); New York, NY (Oct. 20, 2009); Atlanta, GA (Oct.

3 ways to implement analytics for improving customer experience in a c...more

Companies look for ways to enhance the returns from each and every customer engagement, given the fact that it is five...

Another word for Marketing - How about Voice of the Customer?more

Only customers provide results and customer satisfaction is the key result you are looking for. I think the smartest...

Recognize Customers as Individuals, Part 2more

Organizations must be more customer centric when developing their online channel. Part one addressed that point,...

Richard Snow Comments on ClickFox and Business Systems Partner to Brin...more

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Business Systems (U.

Voice of the Customer and Maximizing the Customer Feedback Process more

In this podcast Gary Scwartz explains how to make a profit from VOC. Enable your customers to talk about what they...

The Herculean Effort to Stop Ignoring Customersmore

If social is but a channel, then the real issue for companies lies in embracing feedback from their most important...

Richard Snow on Overtone Lets You Discover What Your Customers are Say...more

Research I have conducted into the Contact Center market over the last five years shows that today customers really are...

Topic Feed: Most active content in Voice of the Customer

Top Sources: Voice of the Customer

  • customer-experience-labs.com
  • business901.com
  • Enterprise Applications - RSS Feeds
  • Peter Bregman
  • The FASTForward Blog
  • customermanagementiq.com
  • ekolsky.wordpress.com
  • tinyurl.com
  • Voice of Vovici
  • druckerinstitute.com

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Sr. Manager, Customer Insights Life Technologies | Carlsbad, CA
Posted: Oct 14
Avaya - Nortel Voice Engineer (FEMA Proposal) BAE Systems | Berryville, VA
Posted: Oct 31
Resident Engineer (Voice / Data) Nortel Government Solutions | Herndon, VA
Posted: Nov 19
Voice and Data Specialist General Dynamics | Arlington, VA
Posted: Nov 8
Manager, Global Sales - Voice - 1431 Dolby Laboratories | San Francisco, CA
Posted: Oct 19

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