“What our customers are saying” – or WOCAS is a powerful tool and unique process available from Budd. Even though our clients can share reams of data on their contact volumes and annual survey results, they can rarely tell us what frustrates their customers most or the root cause of their problems.
The best place to go is where the action is – sit next to agents and listen to calls for a couple of hours at a time. From this you can start to form a picture of WOCAS about the client and then complement this with other discovery processes, such as text mining or even speech analytics, to gain deeper insights.
This is what Bill Price, founder of Driva Solutions and co-founder of the LimeBridge global alliance, did at Amazon.com where he initiated a WOCAS programme.
Here are the top tips.
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