Understanding the Voice of the Customer

 
 
A lot has been said about listening to the voice of the customer to ensure that your business is delivering quality service. But what about understanding that voice? Roger Lee, etalk Director of Consulting Services, discusses how call recordings can contain a wealth of information that go beyond simply gathering data for quality monitoring. Roger will show how mining recordings for deeper trending and analysis can deliver cost saving process improvement opportunities or uncover sales and marketing trends that can spur business growth. This presentation will deliver practical tips for customer service organizations to begin leveraging the data within customer calls for strategic business initiatives that can be felt throughout the organization.

What you will learn:
• How to synthesize the power of the customer voice into a strategic weapon
• Key ‘listening posts’ and their integration into the business
• The strategic value in identifying key customer experiences