Writing on The Customer Management Blog, John Goodman shares thoughts on the importance of an effective Voice of the Customer (VOC) program.

Even if your center is fairly small you MUST have a VOC program because it keeps your staff happy and it demonstrates your strategic worth to top management. VOC keeps your staff happy because it helps you recognize, improve and celebrate them AND it helps you prevent frustrating inbound calls. VOC demonstrates your strategic worth by fixing systemic issues and identifying emerging issues earlier.

Click to download a PDF of this article: Creating a VOC Program in Your Call Center

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