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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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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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