Contact Center, Customer Acquisition and Voice of the Employee

Chapter 5: Impact of CX on Business metrics

SurveySensum

MARCH 4, 2021

Customers who are doing business with you, you have left you, or the ones you want to target and haven’t yet bought from you. Now that you are listening and understanding the customers – that’s when the Voice of the Customer comes into play! What is Voice of the Employee (VOE)? Listen to them! .

CX VOE VOC Voice of the Customer

3 patient experience problems that can be tackled with CX solutions

Qualtrics

SEPTEMBER 23, 2019

This can include: Increased customer retention. Greater customer acquisition. When this happens, customers feel like their voice matters. While this can be hard to quantify, you can track broadly to see if these customers do or do not churn. Higher cross-sell and upsell potential. Decreased cost to serve.

Net Promoter Score

Net Promoter Score CX VOE VOC

Tech Customer Success

Chapter 5: Impact of CX on Business metrics

3 patient experience problems that can be tackled with CX solutions

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