How to Use Voice of the Customer More Effectively to Improve Your Customer Experience and Drive Revenue Growth

This FREE webinar was recorded on:
Friday, May 03, 2013
06:00 PM - 07:00 PM BST
To continue viewing this content please fill out the form to register and become a Process Excellence member.
Or, if you're already a Process Excellence member, sign in below to view this content.
Become a member to Watch

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product and you agree to our User Agreement, Privacy Policy, and Cookie Policy.

How to Use Voice of the Customer More Effectively to Improve Your Customer Experience and Drive Revenue Growth

Why the Customer Experience directly affects your revenues
Every company wants to deliver an outstanding customer experience but few actually succeed. However, in today's ultra-competitive marketplace, customer experience is more than a marketing phrase. Join this webinar to find out how listening to the voice of your customer to achieve operational excellence can be a driver towards profitability and growth.
Join this webinar to:

  • Understand why the customer experience matters and how it has a direct impact on the bottom line
  • Gain new ideas on how you can use the Voice of the Customer to improve the customer experience
  • Get 3 practical steps to identify broken processes within your company to achieve operational excellence
  • Hear real life case studies about companies that get it right


This webinar takes place at 13:00 BST (London) / 14:00 CEST (Paris)/08:00 AM EDT (New York) / . For additional time zones, please use the time converter at If you miss the release time, don't worry - this webinar will also be made available on demand.


Claire Richardson
VP, Workforce Optimization Solutions - Europe
Verint Systems

Claire Richardson has 15 years of contact centre and back office operations experience, having started in the industry as a Customer Support Consultant for TCS Management, providing helpdesk support throughout EMEA for workforce management related queries. Her role evolved into providing training and consultancy, particularly in the DACH and Benelux regions as well as UK and South Africa. For the past 12 years, Claire has been providing business consultancy advice within the sales cycle on workforce management opportunities in contact centres and back office operations, helping to scope out solutions for very large customers with between 10,000 and 20,000 agents.Her product knowledge also covers Performance Management, Quality Management, eLearning and Speech Analytics. With her extensive ability to speak European languages, her focus has been on developing Workforce Optimisation throughout mainland Europe.