John Goodman Speaks About the Call Center/VOC Connection
Call Center Magazine, May 2007
John Goodman, TARP Worldwide Vice Chairman, appears in the May 2007 issue of Call Center Magazine.
In it, he says, the underlying cause of unpleasant surprises – like support call spikes, missed opportunities, and conflicting product development information – can all be avoided with an effective Voice of the Customer (VOC) process. And because call centers are in constant communication with customers, they are the perfect place to receive timely, comprehensive input from customers.
This article also discusses the payoff of improved service, the eight factors of effective VOC processes, the benefits of a call-center-based VOC process, barriers to an effective VOC, and solutions to overcome those barriers.
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