How to Improve Contact Centre Quality Using Voice of the Customer

This white paper discusses how customer service functions and contact centres can implement and manage advocacy-centric programs that gather deeper insight into the drivers of great (or horrible) customer experiences. The paper highlights common advocacy measurement methodologies and details best practices in customer experience insight management and process improvement. Finally, it summarizes the key requirements of customer experience management (CEM) solutions that use advocacy as a foundation to improve the delivered customer experience.

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