How Voice of the Customer (VoC) Programs Boost Service Quality for Governments

Constituents spend too much time waiting for government services. A new Aberdeen report shows how to reduce the "time tax" with Voice of the Customer (VoC) programs to serve them better. With customer feedback, government institutions can gather insights and drive improvements to their constituent experience.

Read the report to learn more about the key benefits of VoC, including:

• 14% year-over-year improvement in average handle times
• 8% year-over-year improvement in first contact resolution rates
• 33% more likely to enable employees to respond to customer feedback following poor sentiment or feedback
• 81% more likely to use analytics to identify key influencers of customer satisfaction