Even if your center is fairly small you MUST have a VOC program because it keeps your staff happy and it demonstrates your strategic worth to top management. VOC keeps your staff happy because it helps you recognize, improve and celebrate them AND it helps you prevent frustrating inbound calls. VOC demonstrates your strategic worth by fixing systemic issues and identifying emerging issues earlier.
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The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center.