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3min chapter
Establishing a Voice of the Customer (VoC) Program (ft. Shipra Kayan)
The Yzzi Research Podcast
The Role of Customer Service in VOC
VOC is a mixture of UX research and also quite a bit of customer service. What was the relationship like between VOC and customer service? My key partner in this program at Upwork was the leader of our customer support, customer experience group. So yeah, he was definitely like he was the key partner. And then when I moved on from the VOC program, after we had established it, he was the person to take the helm.
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