Recorded Webinar: The Voice of the Customer Related Articles 25 Good Customer Feedback Examples Definition: What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)? Recorded Webinar: Getting the Best out of The Voice of the Customer Recorded Webinar: Best Practices for Voice, Email and Webchat 2,446 Filed under - Recorded Call Centre and Customer Experience Webinars, Voice of the Customer Webinar on the voice of the customer. Customer feedback is a key tool in being able to drive up customer satisfaction. It is also key to identifying service issues and helping to shape future product development. But many customer surveys struggle to get a decent take-up rate, as replies are often highly distorted by a few dissatisfied customers. Agenda Introductions – Jonty Pearce, Call Centre Helper The Voice of the Customer – Collecting customer feedback – Lee Mostari, Nice Systems How we collect customer feedback – Scott Morrison, BT Customer feedback technology – Lee Mostari, Nice Systems Top tips for collecting customer feedback – All the tips from the audience have now been turned into an article 17 tips for collecting customer feedback Interactive Q&A – Live questions from the audience Topics to be discussed Methods of obtaining customer feedback How to drive up response rates Gathering feedback using customers’ preferred channels Feedback analytics Feedback on social media Customer case study Top tips from the audience Winning tip; “We’ve introduced a ‘middle ground’ survey two weeks after contact to measure the end-to-end customer experience. Great customer service agents will satisfy your customers, but issues in process or product can sometimes go unnoticed using a post-contact survey only.” Interactive questions and answers – your chance to participate This webinar is brought to you by Call Centre Helper and is sponsored by Nice Systems. Original Webinar date: October 2012 Author: Jo Robinson Published On: 10th Oct 2012 - Last modified: 18th Mar 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Voice of the Customer Recommended Articles 25 Good Customer Feedback Examples What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)? Recorded Webinar: Getting the Best out of The Voice of the Customer Recorded Webinar: Best Practices for Voice, Email and Webchat Related Reports eBook: How Customers Can Lead Your Business Transformation in 2024 Report: The Voice of the Contact Centre Consumer 2023 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter