Business Administration, Case Management, Customer Experience Management and VOC

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. A good transactional VoC survey can be completed in a short amount of time.

VOC

VOC Double-Barreled Question CEM B2C

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience.

Close the Loop

Close the Loop VOC CEM NPS

Tech Customer Success

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Recover Alert Management - Centralized vs. Decentralized Approaches

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