VOC & CX resources
Our team of experts work hard to share knowledge, customer stories, and insights.
Get to know us better
[TOPIC - REACHING YOUR CUSTOMERS IN THEIR OWN LANGUAGE]
As one of the United States' largest health plans, operating a Genesys Cloud contact centre, our client cares about gathering effective feedback.
The implementation of our premium Genesys Cloud VoC solution enabled the contact centre to achieve response rates of more than 40% to their multi-language voice surveys.
[TOPIC - AVAYA CONTACT CENTRE SURVEYS]
Operationalising customer feedback within an Avaya contact centre helped improve customer experience and drive down costs in a large Avaya contact centre.
Through the integration of our certified Avaya VOC programme the organisation was able to understand the causes of repeat calls and action change.
[TOPIC - BENEFIT OF ORGANISATION WIDE VOC]
As Africa’s biggest lender by assets, our client holds the ambition of being the leading financial service provider in Africa, through a focus on CX.
Using Eyerys within their contact centre and branch network helped the bank obtain real-time feedback from almost 100 000 clients monthly and manage engagements effectively.
[TOPIC - OPERATIONALISED VoC FOR CONTACT CENTRES]
As Africa’s biggest Mobile network, our client operates in a highly competitive and homogenous industry where CX is the leading creator of customer loyalty.
Through our partnership, the organisation was able to improve first call resolution by 8%, decrease costs by $4million, and enhance customer satisfaction across their business.
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.
[TOPIC - PATIENT EXPERIENCE ALIGNED TO HCCAP]
An established Hospital Group providing private patient healthcare in Africa, our client strives for the highest possible patient experience.
Through the implementation of our VoC solution across departments, the Group is able to recover from failures, make business decisions based on patient feedback, and report according to policy requirements.
[TOPIC - REALTIME VoC TO IMPACT LONG TERM CUSTOMER SATISFACTION}
As a leading automotive brand, our client knows that loyalty to a vehicle brand requires an emotional connection that is driven through experience.
Through our partnership, the brand was able to identify the causes of dissatisfaction and implement changes. This, in turn, has helped them achieve sales numbers within the top 5 of all brands nationwide.
[TOPIC - INTEGRATING INTO EXISTING SOFTWARE ENABLES VoC]
Gathering resident feedback at important maintenance - such as move in, repair completion, or contract renewal is an ideal way to understand their experience.
Integration with property management software means that resident feedback surveys can be automatically triggered using data points already active within the property management organisation.
[TOPIC - VOC AS A DRIVER OF CX STRATEGY]
As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success.
Our customer exceeded 80% satisfaction, decreased customer churn, increased their NPS score by 7 points, and improved inbound contact centre performance.
Best practice tips for Avaya contact centre surveys
Four Customer Experience Lessons from Star Wars
4 Key CX Stats you need to know for 2022
CX in financial services (and what you should be doing)
Four Customer Experience trends to keep an eye on in 2022
Five Customer Experience lessons learnt during 2021
Is Voice of the Agent the missing link in your CX program?
Operationalising customer feedback in your contact centre
If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.
CX changes from COVID-19 we should keep
How to overcome the obstacles facing your VOC programme
In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon