Webinars

Voice of the Customer (VoC) Programs: From Listening to Action (Webinar)

Overview

Voice of the Customer (VoC) programs are critical for helping businesses gauge their level of success or failure, enabling them to make adjustments and improve customer experiences (CX). And according to a recent study by the Gartner Group, nearly 90 percent of companies believe that CX will be the primary criteria on which they're judged in the marketplace. VoC programs can be used to improve service, satisfaction, and loyalty and drive high CX scores.

Webinars

Voice of the Customer Best Practices (Webinar)

How many different measures of customer satisfaction are there? Let us count the ways…But none can take the place of voice of the customer - getting direct feedback at the close of a service interaction. In this webcast you will hear Piedmont Reporting Specialist Patricia Caffery break down her company’s successful use of a customer feedback survey tool to increase customer satisfaction and drive positive change in the organization. She’ll highlight a variety of her company’s best practices, from key processes that have led to success to statistical measures used to gauge improvement. During this presentation, you’ll learn:  • How the customer feedback survey tool can tap into customer insights and relationship-building opportunities you just couldn’t get in other ways. • How real-time customer feedback can dramatically change perspectives across the organization, from call center agents themselves to senior management. • How your organization can better tune in to the voice of your customers—and why customers aren’t waiting around for you to do it!     

White Papers

How to deliver gold standard customer service

Discover best practices for implementing a cloud-based contact center solution that can transform frustrated constituents into satisfied customers.