The approach combines insights with operational metrics in order to help drive improvements in contact centre performance. 

The approach combines feedback, role-based dashboards and real-time case management for triggering immediate alerts and ensuring fast response to customer issues. 

“A best-in-class contact centre is a strategic business asset with the power to create and preserve long-term customer relationships,"said Terry Lawlor, EVP product management at Confirmit (pictured).

"We’ve spent years working with some of the world’s leading businesses to deliver great VoC programmes and we are excited about the opportunity to help companies apply VoC best practices to their contact centres more quickly and efficiently than ever before.”