Reducing Costs in the Contact Center, Part 2 of 2

6. Voice of the Customer. The most important questions are, “Were customers taken care of?” and “will they return?” Implementing a “Voice of the Customer” (VOC) program is a great way to ensure future success. There are several sources you can use for developing a solid platform to work with your customers throughout the year. Consider a third party to assist in the formulation of a VOC program. This is a benchmark you’ll want to develop and keep an eye on throughout the year.