NICE has announced that Globe Telecom, the leading mobile brand in the Philippines, is the first telecommunications company in the nation to implement the NICE Total Voice of the Customer (TVOC) solution. Globe, which made customer satisfaction a keystone of its revitalized corporate strategy, has steadily improved on its customer experience capabilities.
Deployed across seven of the company’s customer-facing touchpoints (including the contact center, retail centers, self-service points, outbound calls, and more), NICE TVOC combines instant solicited feedback with sophisticated interaction analytics for deep insight into the drivers of customer satisfaction. This improved visibility into the customer journey has given Globe the ability to take immediate action for recovery, when necessary, as well as to identify best practices to be shared with all service representatives.
As part of the company’s strategy of putting the customer first, insights from the TVOC solution are being used to bring company services in line with customer expectations. TVOC is the latest addition to the portfolio of NICE enterprise solutions Globe has implemented for comprehensive and effective service, including applications for workforce management, interaction analytics and quality optimization.
