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#CCExpo14 Thought Leadership Panel: Voice of the Customer

By Erica Marois | Date Published: July 11, 2014 - Last Updated September 26, 2019 | Comments

What does a true VOC program entail? Who in the organization should be part of the VOC/customer loyalty team?

In this thought leadership panel from Contact Center Expo and Conference, our expert panelists share their thoughts on VOC programs, secret shopper programs, the latest in call center technology, and more.

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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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