30% of service workload is preventable and another 30% can be anticipated. Join us to learn how to use your CRM and website to become proactive and anticipatory to reduce workload while dazzling the customer. You'll learn how to recognize preventable workload, understand key attributes of a Voice of the Customer process, make your customer feedback and monitoring reports something CSRs look forward to rather than dread, and how to get started building the next level of VOC process, based on your current status.