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The ROI of VOC

Be a Contact Center & CX Rockstar

Organizations that really listen and understand their customers – and act on those insights – leapfrog competitors that don’t. When CX and contact center leaders merge forces, the results are clearly transformative. As an accompaniment to The ROI of VOC Knowledge Brief, this SMARTBITE confirms the quantitative impact recognized when VOC is operationalized in the contact center, including:

  • First Contact Resolution (FCR)
  • Customer retention
  • Company revenue

Analyst Research