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:
- How to secure investment – creating the business case
- How to set quantified success factors
- How to evaluate the effectiveness of your VOC programme
In addition you will hear from experienced practitioners who will share their success stories and relevant case studies.
THE ORGANISERS: Brought to you by The Forum in partnership with Bright UK
Author: Rachael Trickey
Published On: 3rd Mar 2016 - Last modified: 18th Sep 2019
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