There’s an ongoing shift toward digital customer journeys—with service touchpoints that might once have been in-person now being directed to the contact center through digital channels.
To operationalize and continually drive business value from customer feedback, today’s CX initiatives must include a holistic, omnichannel Voice of the Customer (VOC) program. This checklist will help you understand the 8 key components of modern VOC program design.
Download the checklist to learn:
- The essential components of modern VOC program design
- Why capturing feedback in the contact center is vital
- A progressive, silo-busting approach to customer journey based design