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VI. Customer Experience and Service Improvement

Customer Journey Mapping and Process Alignment

• Identifying pain points in customer interactions
• Linking internal process improvements to external outcomes

Service Level Optimization and Response Time Reduction

• SLA analysis and design
• Queue management, workload balancing, and escalation design

Voice of the Customer (VOC) and Quality Function Deployment (QFD)

• Translating customer needs into measurable process parameters
• Linking VOC to process metrics and improvement priorities