Voice of the Customer Workshop, London

THE DATE: 11th May 2016

THE LOCATION: The Tower Hotel, London

THE DESCRIPTION: How to gain tangible benefit from your VOC programme

This free workshop is designed to help you understand what your customers are thinking and how you can use this insight to deliver financial value to the business.

Who should attend?

Anybody looking to harness the power of effective customer feedback
Anyone with responsibility for their Voice of the Customer strategy
Business leaders who are looking to use customer insight to help drive performance improvements
Ideal for managers, insight, quality and operational service leaders with a passion for delivering effective customer experience.

What you will learn:
The basics:

The value of collecting customer feedback – practical applications, success stories, ways it can be used.
How to set up an effective VOC programme
Creating surveys – practical suggestions, things to avoid, improving response rates, avoiding survey fatigue
Data/verbatim analytics – what’s available – how it drives value

How to use VOC insight to drive positive improvement:

Once you have the data – what do you do with it to drive continuous improvement – Cost saving, route cause, CX improvement, NPS/CES/Sales uplift.
Using VOC to improve quality monitoring, coaching, performance management
How to embed VOC into your culture – creating a self-correcting operation!
The impact of VOC on KPI target setting
How to transform your contact centre into a real time information hub using VOC

Practical considerations: