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

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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

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• David Mason – Business Systems

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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

This webinar was brought to you by Call Centre Helper and is sponsored by Business Systems.

Click here to view the replay.