Why listen to the Voice of the Client
The voice of the client is a key pillar in the strategy of 85% of companies. However, not all of them have a strategy and objectives defined in Customer Experience, as more than 22% say they do not have clear goals at the moment and 16% do not have initiatives and specific operational plans to improve their customers’ experience.
Thanks to listening to the Voice of the Customer in the Contact Center we can get:
- Understand the most common causes of dissatisfaction and resolve them.
- Be faster when solving recurring incidents or problems.
- Implement new processes or channels of attention if we detect that we are not attending correctly as expected by users.
81% of customers are more likely to re-hire services or products with a company after a good customer experience. And knowing that it is much harder to find new customers than to retain them, listening to the Voice of the Customer becomes the key to generating loyalty and engagement.