Leveraging the Voice of the Customer to Create an Amazing Customer Experience
January 26, 2012
TIME 2:00PM ET/ 11:00AM PT
Implementing a Voice of the Customer program can bring valuable insights into your contact center. However, turning the information you gather into something that you can use in not as easy as it may seem. While 57% of North American companies have a formalized VoC program in place, only 5% of these same companies use the data they gather to drive change.
Luckily, creating an effective VoC program isn’t impossible. In fact, Piedmont Natural Gas and TDS Telecom have both implemented highly effective Voice of the Customer programs, increasing customer satisfaction while decreasing service costs.
Join this webinar and hear how they put their VoC programs in place and how they are using the insight they gather to drive change, coach agents, and create amazing customer service experiences.
Learn how you can:
• Create a VoC program step-by-step, with suggested survey questions and related action plans
• Use the Voice of the Customer to create a better service experience
• Better coach agents and improve performance
Who should attend:
• CIOs, VP’s, Directors and Customer Service Managers responsible for overseeing, managing and supporting mid-market and enterprise sized contact centers.