VOICE OF CUSTOMER
VoC and Voice of the Employee ( VoE ) are essential to a customer-centric approach . VoC focuses on gathering customer feedback , while VoE draws on the knowledge and experiences of your employees interacting with your customers .
Call center agents offer valuable insights into the customer experience ( CX ), such as customer feelings and operational challenges , to name a few . When organizations incorporate VoE , they improve employee engagement , boost morale , and gain visibility into operational inefficiencies .
CALL CENTER AGENTS OFFER VALUABLE INSIGHTS INTO THE CUSTOMER EXPERIENCE ( CX ), SUCH AS CUSTOMER FEELINGS AND OPERATIONAL CHALLENGES , TO NAME A FEW .
• Focus groups . Focus groups are valuable for identifying issues and assessing the post-use sentiment of products or services . With a diverse participant pool of seven to fifteen individuals and an experienced facilitator , this method yields rich insights when managed effectively .
PROPERLY HANDLING THE DATA
Given the importance of the data you ' re collecting , storing it in a structured , highly secure , and readily accessible manner is crucial . Simply dumping it in any location won ' t suffice . Proper structuring is essential as it will allow you to export your data to an analysis platform like Power BI or Tableau , enabling the data to make sense to us .
COLLECTING CUSTOMER FEEDBACK
So , we ' ve looked at one way to collect customer feedback from our employees , but what about other methods we can use ? However , when using any of the below formats , you usually need to have a purpose for using the below tools .
• Online surveys . Utilize online platforms like SurveyMonkey , Google Forms , or MS Forms to craft concise and straightforward questions . Avoid lengthy surveys that may discourage completion . Instead , consider incorporating a progress bar to keep respondents informed of their survey status .
• Online polls . Deploy these on websites or mobile apps to pose single or brief series questions . While they offer a high response rate and minimal time commitment , keep in mind that they yield limited information .
• Social listening . Monitor social media channels like You- Tube , LinkedIn , and Facebook to gauge public sentiment about your company . Consider engaging with customer groups in these spaces to fine-tune existing offerings or introduce new products .
• On-site activity analytics . Helps you capture data on how users interact with your site or web application , such as how long a user spends on a specific or frequently visited page .
• CRM . This software and approach tells you a lot about the interactions your customers are having with your company , such as which products are being purchased frequently , when and in what regions , or what callers are calling in often .
• Interviews . For quantitative data , employ open-ended questions while steering clear of leading queries to ensure robust data collection . Stay flexible in guiding the interview ' s direction to capture meaningful insights .
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