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Listening to the Voice of the Customer (VoC) can be difficult. As with any human interaction, it can be hard to understand what the customer is saying and actually wants to convey. But to be an effective contact center, you need to work hard at listening to the customer. An organization shouldn’t guess at what the customers want, it should use existing customer interactions to analyze risks, preferences, and behavior in order to find ways to improve the customer experience and give them what they want.

Listening to the Voice of the Customer in every centuryLuckily, tools exist to help you do just that. Speech analytics top the list as the best way to understand the voice of the customer. Using speech analytics as the key element of a quality monitoring program improves contact center performance while gathering intelligence by automating the ability to listen to every customer interaction across all communication channels: calls, chat, email, and social. Real-time monitoring and post-call analytics offer actionable information to contact center staff and the organization.

Surveys taken after a call and focus groups can also help understand the voice of the customer, though they aren’t as helpful or insightful as speech analytics. However, any attempt to measure the customer experience is better than none. Letting customers know that you’re responsive and working to make their experience better helps improve the customer experience and works to meet their expectations.

In this new era, healthcare organizations cannot afford to sit back and wait for patients to come to them. They need to be proactive and work to make customers feel like they’re being heard and then respond to what they’re hearing.

Photo from Wikimedia Commons.

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