Does Your Contact Center Have a Customer Experience Program?
Empowering contact center excellence for 30 years!

Does Your Contact Center Have a Customer Experience Program?

Last week we polled our community to find out how many currently have customer experience programs at their contact centers.  The results were close, but a majority of the respondents (54%) said that they don't.

Do you need hlep getting started with a Voice of the Customer (V.o.C.) program? ICMI has several resources this month to serve as a guide.

Here's a rundown of some of the resources you can consult:

In this post, Corey Savory of NICE Systems offers advice for getting value out of your VoC program.

In this article, Peter Leppik reveals three ways to get started with customer feedback.

John Goodman shares some practical advice for starting a VoC program in your contact center.

In this blog post, Mariann McDonagh explains the important role agents play in providing great customer experiences.

Want more?  Be sure to check the ICMI blog daily throughout the month of September as we share more insight on the customer experience.

 



Topics: Customer Experience

Related

More from Erica Strother Marois

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls