VOC Thought Leader Panel at CCExpo 2014

Written By Jeff Toister

One of my favorite features of ICMI's Contact Center Conference & Expo are the Thought Leader Panels.

These are short panel discussions on specific topics featuring thought leaders from the contact center industry. I had the privilege of moderating the Voice of the Customer panel at the 2014 conference.

Here's the video (click here if you don't see it).

What does a true VOC program entail? Who in the organization should be part of the VOC/customer loyalty team? In this thought leadership panel from Contact Center Expo and Conference, our expert panelists share their thoughts on VOC programs, secret shopper programs, the latest in call center technology, and more.
Jeff Toister
Jeff Toister is passionate about helping companies improve customer service. He is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
www.servicefailurebook.com
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