Driving Service Delivery Through Voice of the Customer Excellence

Many organizations are implementing voice-of-the-customer (VOC) programs to capture and assess customer comments and sentiments across multiple communications channels-but, it's a complex job. So how do you get started? Verint Systems and VWR International will share how VWR implemented a VOC program to help deliver superior service and improve productivity for its customers and suppliers. In this session, you'll find out how VWR International: Built a best-practices model for managing quarterly customer relationship and Net Promoter Score surveys. Leveraged feedback from customer service, technical support, and web touchpoints. Created a VOC relationship view to display the customer's perception of the company across primary experience areas. We'll also share how Verint helps organizations manage the customer experience, measure performance, and make improvements.