Wilfred Busby

SVP, Human Resources St. Jude's Research Hospital

Tuesday, August 11

Tuesday, August 11th, 2020

12:45 PM Workshop 5: Voice of the Customer and Voice of the Employee Framework with Speech Analytics in the New World

Learn and implement leading practices for your VOC and VOE Framework:

- Current contact center trends 

- Identify and implement process changes from insights

- Using customer experience (CX) and employee experience (EX) insights to drive quality

- Re-evaluating key metrics moving forward