Uncovering CX Blindspots with a Voice of the Customer Program
Originally presented at Interactions Live 2021
Charlie Knapp, Product Marketing Manager, NICE Satmetrix
Marsha Allen, Business Analyst, Pepco, an Exelon Company
Annise Jones-Martin, Senior Business Analyst, Director of Local and Regionals Chapters NUG, Pepco, an Exelon Company
Watch the presentation to find out how Pepco, an Exelon company, implemented a Voice of the Customer (VOC) program to increase FCR data quality and uncover blind spots to improve customer service operational excellence.
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Get practical advice from the team that implemented their VOC program under a very tight deadline, including:
Uncovering customer issues that may be increasing calls to customer service
Taking action quickly to improve operational efficiencies
Devising a reward program to recognize your best performers and boost morale
Devising a reward program to recognize your best performers and boost morale