2001 Contact Center Measurement ROI 
PeopleMetrics
MARCH 16, 2020
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. When a contact center representative fails to resolve a customer issue in the expected time frame. What are some common instances that trigger a recover alert ? When food is served cold.
PeopleMetrics
FEBRUARY 21, 2018
If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. More #CXSecrets.
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