Webinar Replay: How To Better Understand The Voice Of The Customer

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Webinar Image
In this webinar we look at how to better understand the Voice of the Customer and how you can improve your customer feedback surveys.
Panellists
Dan Moross - headshot
Dan Moross
MOO
David Mason - headshot
David Mason
Business Systems
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Tips for Increasing survey completion rates
  • The right sample sizes
  • Avoiding survey fatigue
  • Really understanding why your customers are calling
  • Mapping the entire customer journey
  • Getting to the root cause of problems before they escalate
  • The importance of recording all interactions
  • Targeting and addressing issues
  • Harvesting insight through Voice of the Customer technologies including Interaction Analytics
  • Use of proactive notifications
  • Hints and tips from the audience