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ebook - Operationalise CC data

OPERATIONALISING VOC DATA IN YOUR CONTACT CENTRE

This ebook shares steps that will help you transform VOC data into operational improvements and a case study of real world impact.

The operationalisation of contact centre VOC data hinges on one key aspect – the ability to react to poor service delivery, and then understand the causes of such in order to effect change. A simple enough concept, but often harder to implement that expected.

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CTA image of whitepaper

THE DNA OF A SURVEY

There is both science and intuition that goes into crafting questions that get you answers, and measure what you actually want to. This whitepaper offer clear guidance, through research, as to how to approach survey design and when to you relational versus transactional NPS

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