Recording the voice of the customer

As the leader of my business, I know I am supposed to seek out and listen to the voice of our customer. They will tell me - one way or another - what they like and dislike about our products and services, as well as where we need to be headed to continue to be relevant to them.

I also know this is not easy. Many customers do not want to take the time to tell me how to improve my business. Many contacts within my customers are content but somewhat disconnected from day to day use of our products. And what I do get is usually filtered because of my role in our company.

But our contact center connects with customers daily who are sharing their needs, their pains and their successes. And, with call recording, it takes virtually no effort for an agent to tag a call as "Voice of Customer" so that it automatically populates my inbox.

Now I am able to hear those closest to our products and services share their direct, unfiltered feedback. I have a more complete picture of my customers than ever before.

If only I had a complete picture of how business will play out the rest of this year...
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