VoC (Voice of the Customer)

What is VoC (Voice of the Customer)

Voice of the Customer (VoC) is a program that captures, analyzes, and acts on customer feedback to improve business processes and the overall customer experience. VoC programs can collect feedback from a variety of sources, including surveys, social media, and direct interactions with the contact center. AI-powered analytics can be used to analyze this feedback at scale, identifying key themes, sentiment, and emerging trends. By listening to the Voice of the Customer, businesses can make data-driven decisions that are aligned with customer needs and expectations.