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August 13 - 15, 2012
New York Marriott Marquis
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SpeechTEK 2012 - Wednesday, August 15, 2012
C303 – Customer Satisfaction and Voice of the Customer
1:45 p.m - 2:30 p.m
MODERATOR: Daniel O'Sullivan, CEO - Gyst

Customer satisfaction surveys and Voice of the Customer programs have a growing importance for customer care organizations. VanScoy discusses the factors that should be considered when functional and user experience changes are needed, how such changes should be prioritized, and what data should be used to measure the success of the changes based on a real-world implementation with Blue Shield of California.

The Voice of the Customer: C-Sat and the End-to-End Customer Experience
Jessica Kaufman, Lead Voice Channel Specialist, Voice Channel, Operations Support - Blue Shield of California
Building a Service-Based Culture
Amy Downs, Director, Customer Solutions - Voxeo, an Aspect Company

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SpeechTEK 2012


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