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Session 203: The CX Gold Mine in Your Contact Center

Cary Cusumano  (Customer Experience Designer, Verizon)

Date: Wednesday, September 8

Time: 2:00pm - 3:00pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Drive Customer Experience

Session Type: Case Study

Vault Recording: TBD

Almost every brand relies on satisfaction surveys to evaluate the experience they deliver for customers, but there is a far superior source of customer feedback at the call center manager's fingertips – call recordings, chat transcripts, emails, and social media posts are a rich source of Voice of the Customer (VoC) data. This enlightening session will share real life examples of how brands have used unstructured VoC to drive measurable change that matters to customers. Learn how to inventory the VoC sources in your contact center and use them as the centerpiece of an effective closed loop feedback program. You’ll discover effective methods for combining unstructured VoC with operational system data to document the customer journey and bring your customer experience to another level!