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Collecting and Acting on VOC Data Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 79


3/21/2017
ericamarois
ericamarois
Moderator
Posts: 79
Good morning, friends!

It's time for another ICMIchat. Today we'll talk about the voice of the customer--what's the best way to collect feedback, how do you act on that feedback, and how do you get agents involved? Here are all the questions we'll cover:


Q1: How do you define the voice of the customer?
Q2: What are some of the things you seek to learn from the voice of the customer?
Q3: What's the best way to collect VOC data?
Q4: How do you ensure that VOC data isn't only collected, but also acted upon?
Q5: What are some ways to measure the ROI of a VOC program?
Q6: How can the contact center involve agents in VOC collection?
Q7: As a customer, what's one thing you wish companies knew/asked about you?


Hope to chat with you at 1pm ET!

--
Erica Strother Marois
Community Strategist, ICMI
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