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

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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

Panellists

Dan Moross - Headshot
Dan Moross
MOO

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
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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