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Updates to the Quality Assurance Program

[fa icon="calendar"] November 4, 2014 / The Call Center School

We’re happy to announce even more updates to the Quality Assurance program. The updated “Voice of the Customer” course will be released on November 11.

One of the greatest challenges for any business is to understand their customers’ needs, and determine how well they’re meeting them. No matter how good your products and services are, if they don’t meet your customers’ needs, you won’t stay in business for very long.

Social media plays an important role with regards to how your company is perceived, whether it’s someone posting about an amazing experience, or bitterly complaining because they feel let down. It’s estimated that one in three dissatisfied customers will air their grievances on social media platforms.

A Voice of the Customer program allows you to gather and analyze your customers’ perception of your company. It focuses on what your customers expect from the product or service, what they prefer, and what they don’t like.

Through engaging and interactive content, this course will enable you to:
  • Construct and analyze Voice of the Customer surveys.
  • Capture compliments, complaints, competitor information, advertising feedback, and customer desires.
  • Review how effective your customer communication is.

We hope you enjoy the course!

Topics: Product Updates

The Call Center School

Written by The Call Center School

Since 2001, The Call Center School has been dedicated to the personal development of contact center individuals. With approximately 20,000 certified graduates from more than 3,000 contact centers worldwide, we are a market leader in the industry. Our expert learning and development team of industry specialists, instructional designers, graphic designers, video journalists, and linguists, ensures that all content is of the highest standard.