The ROI of VOC in the Contact Center

New Research from Aberdeen

In this short video Omer Minkara, Vice President, Principal Analyst at Aberdeen shares the expansive impact that VOC users achieve in — including improving CX, operational efficiency, and financial results.

After surveying more than 400 contact center leaders, Aberdeen quantified the benefits companies are realizing by implementing VOC programs within their contact centers.

For more details, read the full report: The ROI of VOC: Create Happy Customers, Drive Efficiency & Improve Financial Results.

The ROI of VOC

Results discussed in the video include:


98% greater annual increase in employee engagement


95% greater increase in company revenue


5.1x greater annual growth in customer retention rates