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The ROI of VOC in Telecommunications

Better Service Leads to Happy Customers & Reduced Costs

Telecommunications organizations that infuse their strategies with Voice of the Customer (VOC) insights are able to lead all interactions with the customer-centricity needed to compete and win with businesses and consumers. 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
  • Service costs

Analyst Research