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​This month, a couple of people have asked me why they should invest in a VoC platform instead of using a survey tool such as SurveyMonkey®. I was a bit taken aback when I heard about this because, from what I can remember about survey tools from my student years, they were so simplistic that there was little to compare, and the needs of a student are definitely not the needs of the large companies I work with today.

Who wouldn’t answer “yes” to this question? And yet, many organizations are still paralyzed performing analysis or reporting on Voice of the Customer data instead of making changes to the things customers are telling them are broken, creating distress or are forcing them to leave their organization in favor of the competition.

We have heard Customer Effort and Customer Ease mentioned for many years now. In my last couple of posts I’ve discussed the value of introducing CES into your existing VoC Program to give it a little boost, and shared how one of our clients did so successfully – as the sayings go, variety is the spice of life or change is as good as a rest. And both spice and rest are good in my opinion!

Often times the typical question with regard to performance improvement is, “What are my top agents doing my bottom performing agents or mediocre performing agents are not doing?”  Many Key Performance Indicators like quality scores, average handle time, average talk time, CSAT surveys along with other call center metrics take lead in determining the answer to that question. However, do you really KNOW what is being said in the calls and where in the calls determine top performers versus lower performers?