Mobilising the voice of the customer in the multi-channel contact centre

Evolution of Voice of the Customer Forum – 6th February 2014 Andrew Mennie , VP and General Manager, EMEA, Moxie Software & Joseph Hippensteel, Customer Services Manager, Lebara Software In this session, Joseph Hippensteel, Multi-channel Customer Experience Manager at Lebara Mobile, will discuss with Andrew Mennie, General Manager at Moxie, the reality of engaging with the customer in a global call centre. From multi-channel data sources to interpretation, feedback and actions to improve the experience, this discussion unveils the story behind Lebara’s award-winning customer service

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