Recorded Webinar: How to Better Understand the Voice of the Customer


In this webinar we look at how to better understand the Voice of the Customer and how you can improve your customer feedback surveys.

Topics 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


Dan Moross - Headshot
Dan Moross

David Mason - Headshot
David Mason
Business Systems

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 6th Mar 2017 - Last modified: 28th Feb 2023
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