The ROI of VOC in Financial Services Contact Centers

Better CX Leads to Better Financials

Financial services organizations that infuse their strategies with Voice of the Customer (VOC) insights are able to maximize loyalty and client value, while also minimizing risk and client frustration. 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:

  • Customer retention
  • Profit margin
  • Company revenue

Analyst Research