Voice of the Customer

Definition: What is the Voice of the Customer?

Voice of the customer is a method of collecting information about how customers think and feel about a company. Customers have specific needs, wants, and expectations about products or services delivered by a company. Successful companies collect this information and use the insights to optimize their customer experience.

Within the VoC method, there’s a number of ways to collect customer information. Commons examples include:

  • Online surveys
  • In-person surveys
  • Interviews
  • Focus groups
  • Live chat
  • Call data
  • Website traffic analytics 
  • Online customer reviews 
  • Customer service agents
  • Sales reps
  • Net Promoter Score (NPS)
  • Emails

More Voice of the Customer Resources:

Call / Contact Center Sentiment Analysis Software

SpeechIQ has many powerful capabilities that allow you to understand every conversation and unlock the voice of your customer as a source of insight.

Speech Analytics with Automated Quality Management

By quickly and easily unlocking the voice of the customer buried within call and text conversations, speech analytics is transforming the contact center into a vital source of rich data insights and customer intelligence to inform decision-making across the enterprise.

Voice of the Customer: What Is It and How To Find It

Especially in today’s digital world where customer feedback is public and easily accessible. Identifying and acting on the voice of the customer (VoC) is critical in growing a company and managing your workforce.

Driving Customer Engagement Success in Fintech

Taking a customer-centric approach is critical to gaining a sustainable competitive advantage and tapping into the rapidly growing fintech market.  

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.