In summary
The voice of the customer arrives in many different forms such as through paper, voice recognition, email, social media, surveys, and warranty claims. Some of the forms the voice of the customer arrives are public, some are private.
When the voice of the customer is heard on paper, technology called OCR must be used. When the voice of the customer arrives by voice, voice transcription technology must be used. In the case of OCR and voice transcription, the quality of the transcription is an issue.
However the voice of the customer is accessed, the voice of the customer is turned into electronic text. Once the voice of the customer is turned into electronic text, it is ready for textual Extract, Transform, and Load (ETL) processing. Developers write code to perform ETL, and often their work is aided by tools that specialize in ETL logic.
