Presented By: Kristyn Emenecker, Vice President, Solutions Marketing 

On Demand Date: October 2011 

Savvy organizations are capturing insight from the voice of the customer (VoC) and taking action from that insight - and so can you! In this practical webinar, learn how to use quality monitoring and after-call surveys, speech and text analytics, and enterprise feedback management to better understand what your customers want, what they need, how they feel, and how to use this intelligence to stay ahead of the competition. 

Learn about VoC areas including:  

• How you can effectively capture the various sources of VoC
• How a B-to-B company used VoC Analytics to enhance customer loyalty.
• How a B-to-C organization used VoC to drive down call volume without impacting customer satisfaction.
• How a large enterprise uses VoC to better understand its employees, enhance their satisfaction, and drive better customer service as a result.
• How one company analyzed their customers’ voice on social media to identify ripples before they became roadblocks.
• What can be done with simple quality monitoring—and how you can start today, even if you don’t yet have sophisticated tools.  

Regardless of the size of your business or the industry you’re in - don’t miss your opportunity to get actionable tips that can help you connect with your customers and improve your business. Register today!
 

Kristyn Emenecker, Vice President of Solutions Marketing for Verint® Witness Actionable Solutions®, has been helping businesses enhance their contact center and customer service operations for the past 15 years—serving in a variety of operational, consultant and managerial roles. A mainstay in the workforce optimization technology arena, she is a regular on the industry speaking circuit, the author of articles in a variety of publications, and an active member in several industry associations.