As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. But how do you build a case to implement such a program in an area that’s so heavily based on existing performance metrics? The answer lies in making a clear, financial business argument to your C-suite and ensuring you have a well-defined set of performance objectives.
In this webinar, Sarah Simon, VoC Specialist at Confirmit and Scott M. Broetzmann, President & CEO, Customer Care Measurement & Consulting discussed fundamentals to not only securing support for building a Voice of the Customer program into your contact center, but how to demonstrate real ROI that ensures long term success.
You'll learn:
- How to apply a proven model to calculate ROI for a customer care contact center
- A methodology for determining the drivers of customer satisfaction with the contact center
- The key elements to building a Voice of the Customer program focused on the issues unique to the contact center
- Practical steps to turn your VoC program into a driver for action that improves the customer experience across the organization
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