by Mariann McDonagh. Follow Mariann @incontactCMO
Social media is becoming a mainstay, mobile marketing is surging, and voice-of-the-customer (VoC) research programs are in vogue. Marketers are even setting up command centers to track and analyze online customer feedback. We’re learning how to listen, relate, adjust, and respond to customers in ways we never imagined.
The contact center presents a unique opportunity to hear the real voice of the customer.
Actual customer conversations are potentially more authentic than research gleaned from controlled studies.
Your contact center is on the front line of customer service