
In this webinar we looked at how to better understand the Voice of the Customer and how you can improve your customer feedback surveys.
Agenda
- Introductions – Jonty Pearce, Call Centre Helper
- Dan Moross – MOO

- David Mason – Business Systems

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
- Winning Tip – “Leave it to the customer, just ask one simple question with a free text box. Analysing the positive/negative sentiment of the comments allows us to drill into the root cause”. Thanks to Chloe9
Original Webinar date: Thursday 9th March 2017