Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: How to Better Understand the Voice of the Customer

Published On: 6th Aug 2026 15:51

In this webinar we look at how to better understand the Voice of the Customer and how you can improve your customer feedback surveys.

Topics Discussed

Tips for Increasing survey completion rates
The right sample sizes
Avoiding survey fatigue
Really understanding why your customers are calling
Mapping the entire customer journey
Getting to the root cause of problems before they escalate

The importance of recording all interactions
Targeting and addressing issues
Harvesting insight through Voice of the Customer technologies including Interaction Analytics
Use of proactive notifications
Hints and tips from the audience

Panellists

Dan Moross

MOO

David Mason

Business Systems

Jonty Pearce

Call Centre Helper

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