Moving from Firefighting to Prevention Using the Voice of the Customer

 

Up to 30% of service workload is preventable. An effective VOC process  can drive workload prevention efforts as well as support increased First  Call Resolution. In this webcast, John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research, discusses how VOC process can impact both the service function and instigates improvement of other company processes. Keys to success are identifying a broader range of causes, linking contact data to operations data and obtaining strong CFO support.