Interactions 2024 - Las Vegas

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8 Point Checklist for Holistic VOC Program Design

Overview

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