The Leading Contact Centre Magazine

Webinar: Getting the Best out of The Voice of the Customer

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Customer Feedback is key to helping improve Customer Experience. It can help to highlight issues and broken processes and can be useful in tracking performance over time.

But it can also be used badly, becoming a box ticking exercise and creating survey fatigue.

In this webinar we looked at how to get the very best out of a Voice of the Customer programme.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Guy Arnold, Founder of ‘Sales Through Service’ and ‘Investors in Feedback’

Click here to view the slides

  • Jonathan Wax, NICE Nexidia

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Topics to be discussed

  • The right questions to ask in a customer survey
  • How many questions to ask
  • How to drive up survey completion rates
  • Post call surveys
  • Customer feedback technology
  • Extracting feedback from customer comments
  • Spotting trends in customer dis-satisfaction
  • Winning tip – “Don’t just do external customer feedback surveys – survey your team as they will often know what the silent majority are unhappy with! “ thanks to Andy30

Original Webinar date: 3rd May 2018

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This webinar was brought to you by Call Centre Helper and is sponsored by NICE Nexidia.

Click here to view the replay.

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