Draft — held for editorial review. The book is in 1st draft; this page is unlisted (noindex,nofollow) and not in the main navigation. Editing in progress before public release.
THE CUSTOMER VOICE VOLUME

Voice of Customer in the Contact Centre

A principled guide to listening, interpreting, and acting on customer voice. Three verbs that matter equally — gather, interpret, act — and the disciplines that turn a survey programme into a function the operation depends on.

5 parts15 chapters · 3 appendices
~84 ppA4 home-print, 15 SVG diagrams
20261st draft · held for review

What this book is for

For the VoC lead, head of customer insight, head of contact centre, or compliance partner trying to turn a VoC programme into evidence of customer outcomes — especially under Consumer Duty and equivalent regimes. Written for UK and European operations with regulatory framing throughout.

"The only test of VoC that matters is whether it changed something. Not the score; not the dashboard; not the deck — whether the operation, product, service, or policy changed in a way that improved customers’ outcomes."

warm-rose · magenta Signature colour #722146 · pairs across the series with AI in CC, Operations Leadership and People in the CC.

Contents

  • Part 1 — VoC as a discipline
  • 1. What VoC is, and what it isn’t
  • 2. The CX metrics landscape (NPS, CSAT, CES)
  • 3. The seven listening posts
  • Part 2 — Gathering well
  • 4. Survey design
  • 5. Sampling and representativeness
  • 6. Beyond surveys: passive listening
  • Part 3 — Interpreting honestly
  • 7. Reading VoC data honestly
  • 8. Closing the loop on the contact
  • 9. Journey-level VoC
  • Part 4 — Acting on it
  • 10. From insight to action
  • 11. VoC governance
  • 12. Common VoC failures (15 patterns)
  • Part 5 — VoC at scale and through change
  • 13. VoC and Consumer Duty / regulated outcomes
  • 14. VoC in transformation
  • 15. Leading a VoC function
  • Appendices
  • A. Glossary · B. Maturity assessment · C. Templates

Related articles on the site

Drawn from the chapters of this book — live articles you can read now:

Voice of Customer is not the survey NPS, CSAT, CES — pick the metric for the decision The seven listening posts — a portfolio Closing the loop on the contact

Plus eight more queued through Oct 2026, each on a chapter from the book.

Voice of Customer — cover

1st-draft cover · held for editorial review

Download · preparing

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Part of the ccplanning series. Pairs across the cross-functional volumes: AI in the Contact Centre, Operations Leadership, and People in the Contact Centre. Not legal advice — validate with your compliance specialists.