In her talk at NICE Interactions Live 2022, Colleen Fazio, senior analyst, Forrester, told attendees who are “searching for their superpower” that they already have it—the voice of their customer (VoC). She also explained three factors to help contact centers avoid frustrating their customers, plus what it looks like when utilizing your superpower.
Fazio opened by saying it doesn’t take a Ph.D. in data science to look at website or application data to see where your customers might be struggling. From no search results to heat maps to her “personal favorite”—rage-clicking —when users repeatedly click or tap on a website or app element, indicating frustration.
