Nowadays, a poor contact center interaction can go viral, hurting your organization’s reputation in addition to the customer experience. Using the right tools to sift through the mountains of data, to analyze and extract meaningful information from your contact center recording, can provide you with the necessary Voice of the Customer (VOC) insights to help you better manage your customer expectations. Furthermore, the Voice of the Customer reaches beyond the contact center, for example, into social media channels. The Voice of the Customer discipline addresses the way an organization collects, across all media, customer feedback, analyzes customer data, and distributes the analysis of this data to the right personnel. A voice of the customer champion will act on the insights to positively impact a brand, competitive advantage, and a company’s bottom line.
During this workshop we will discuss:
- Why organizations need to cast a wide net to capture the VoC from multiple sources such as: Online Customer Surveys, Net Promoter Score results, Live Chat/Chatbots, Email Surveys, Offline Surveys, Customer Interviews, online reviews and various Social Media channels
- The basic rules to establish a Voice of the Customer program and how to leverage omnichannel analytics and include other technologies to better meet the needs of your customers.
- How to become a VOC champion in your organization.