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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

Webinar Replay

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. Get practical advice from the team that implemented their VOC program under a very tight deadline, including:

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Uncovering customer issues that may be increasing calls to customer service

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Taking action quickly to improve operational efficiencies

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Devising a reward program to recognize your best performers and boost morale

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Devising a reward program to recognize your best performers and boost morale