Voice of the Customer and Voice of the Contact Centre – The Importance and ROI of Measuring Both

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THE DATE: Thursday 6th October 2016

THE LOCATION: The Palace Hotel, Manchester

THE DESCRIPTION: Voice of the Customer (VOC) and Voice of the Contact Centre (VOCC) – each have their place, but which provides the most valuable insight and increased ROI?

We will cover:

The impact of a challenging customer journey
How enhanced agent engagement can significantly reduce absenteeism and churn
Using the Closed Loop Strategy to drive significant ROI with small operational changes in the contact centre

THE ORGANISERS: IP Integration

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

Voice of the Customer and Voice of the Contact Centre – The Importance and ROI of Measuring Both

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