In this informative ICMI webinar, you will gain a new approach and insight into FCR (First-Contact Response) that will both challenge conventional wisdom and provide you with new approaches for analyzing contact handling, allocating quality resources and increasing the impact of your Voice of the Customer (VOC) process.

This exciting webinar also features an end of session Q&A and resources for more information.

This presentation also demonstrates that contact centers with strong Voice of the Customer processes provide measurable, quantifiable benefits to many other departments, from marketing (word of mouth) and finance (better margins) to risk (lower liability costs) and HR (lower voluntary turnover in retail and other customer contact units). Each tangible benefit is outlined with case study examples from industries including financial services, pharmaceuticals, CPG, industrial, travel and governmental environments. An effective VOC will pinpoint the types of information agents need to effectively answer the more difficult calls.

Join us and you will learn:

The evolvement of Customer Experience Management

Tips for building an effective VOC

1. Customer dissatisfaction causes
2. Great vs. Good service
3. Overall customer experience
4. People are paramount
5. Psychic pizza
6. Create remarkable delight

• The importance of understanding customer complaint channels.
• Practices for fulfill customer expectations.
Examples of competent agent tools:
- Customer information
- Auto investigation
- Empathy
- Flexible solution spaces
- Believable explanations
- Avoid flash phrases
- Auto execution
- Assure institutional impact
- Training & motivation

This ICMI webinar also features an end of session Q&A and resources for more information.

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