VOC & CX Resources

We are happy to share our insights and experience with everyone who wants to learn more about Customer experience and Voice of the Customer.  


Operationalising VOC data in your contact centre

This ebook shares steps that will help you transform VoC data into operational improvements and a case study of real-world impact.

The operationalisation of contact centre VoC data hinges on one key aspect – the ability to react to poor service delivery, and then understand the causes of such in order to effect change. A simple enough concept, but often harder to implement than expected.

Download the ebook

The DNA of a survey

There is both science and intuition that goes into crafting questions that get you answers and measure what you actually want to. This whitepaper offers clear guidance, through research, as to how to approach survey design and when to use relational versus transactional NPS.

Download Your White Paper