What You Will Learn!
- Understand the history of Voice of the Customer
- How to analyze your current goals and outcomes
- How to employ customer interaction surveillance
- Listening to your first customer
Description
We have all been there, sometimes multiple times a day. It seems every product or service you buy has some sort of survey attached to it. It doesn't matter if you were happy of unhappy with the experience, and most of us feel it doesn't matter if you reply with your answers because after all, who is reading these responses? And the recorded calls, who is listening to all of these recorded calls?
We know the answer, no one could possible listen to every customer service call that is being recorded at any company. So why are they recording them? Why are they asking for us to take them time to fill out their survey?
Everyone sends out surveys declaring they want to hear from their customer, but that is not enough. A voice of the customer program is about defining the "what" you want out of listening to your customers. How you ingest and take action with the information and much more. It will also include resources to get you started or improve your existing people, processes and technology.
Make your voice of the customer program and effective, efficient program that drives real change. You will become the super hero to not only your company but also your employees and customers.
Who Should Attend!
- Contact Center Leaders
- Business Leaders
- Managers and Supervisors