Why Voice of the Employee Is as Important as Voice of the Customer

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  1. Businesses know that to compete and grow today, understanding the voice of the customer (VoC) across channels is vital. It's become the norm and the technology to help them get there is already being implemented. However, customer feedback data isn't the only source of valuable information. When it comes to transforming customer experience, employee experience is another critical piece of the puzzle. Contact center employees are the face of the company. As the primary customer experience representatives and practitioners, they not only interact with customers on a daily basis, they often have a very good view of the business operational performance. So to transform the customer journey end-to-end, businesses need to realize the critical role voice of the employee (VoE) can play with VoC to positively impact loyalty and the company's bottom-line.
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Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.