Voice of Customer Implementation in Contact Centres

This case study outlines the implementation of the Voice of Customer (VoC) program by Smoke CI in various contact centres, highlighting its impact on customer experience and operational efficiency. The document details how Smoke CI's Eyerys solution integrates with existing telephony systems such as Genesys and Avaya, allowing clients to gather real-time feedback through customizable voice surveys. The case studies presented demonstrate significant improvements in customer satisfaction (CSAT) scores, operational cost savings, and enhanced agent performance across different industries. For instance, a healthcare client improved their CSAT scores and service recovery by onboarding over 1300 agents and utilizing inbound and outbound voice surveys. Similarly, a global mobile network achieved a $4 million cost reduction and improved first call resolution by implementing the Eyerys solution. The document emphasizes the importance of real-time feedback and automated escalation processes in enhancing customer service and operational metrics, ultimately fostering a commitment to continuous improvement.