Conference Presentation

Driving Service Delivery Through Voice of the Customer Excellence

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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.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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