By: John A. Goodman
Why do you need a 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. This post is based on the presession “Making Your Call Center the Heartbeat of Voice of the Customer” which I’ll be leading at Call Center Demo and Conference in Atlanta.
