SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




VoC Can Drive Profitability for Organizations
Call Center On Demand Featured Articles

VoC Can Drive Profitability for Organizations

May 11, 2012

Share
Tweet
By Madhubanti Rudra,
TMCnet Contributor

A world leader in Actionable Intelligence solutions and value-added services, Verint (News - Alert) Systems Inc. announced that the company will be represented by Verint thought leaders in several upcoming global conferences this month. Voice of the Customer and Enterprise Workforce Optimization will serve as key themes for all the presentations, Verint informed in a press release.


In a tough economy, strife with competition, companies are consciously nurturing customer-centric cultures to woo the customers. These companies are keen on gathering, analyzing and acting on the voice of the customer (VoC), to enhance customer satisfaction and ultimately, the bottom-line profitability. A recent research from Verint-Vovici (News - Alert) has drawn attention to the importance of the voice of the customer in improving the customer experience. According to the survey, 96 percent of companies have implemented some means of VoC measurement to improve business performance. 95 percent of them revealed that these initiatives have generated a measureable return on investment. The core focus for the majority of users is on gathering the right kinds of data, performing the right kinds of analysis to ensure that the benefits are felt across the organization.

To keep with the growing momentum of Voice of the Customer (VoC) initiatives, Verint ventures to offer best practices relating to VoC. Accordingly the upcoming presentations by Verint thought leaders will focus on customer experience management and point out the ways to put customer feedback and intelligence into action using tools such as speech analytics, text analytics and enterprise feedback management (including IVR surveys).

There will also be a presentation on enterprise workforce optimization. This presentation is aimed at discussing ways to manage work effectively across the business to create happier, more loyal customers and profitable business outcomes.

Vice president of customer experience for Vovici, a Verint company, Nancy Porte will lead the interactive session titled "Embracing the New Voice of the Customer: Many Channels, One Voice" on May 10 at 9:30 a.m. CT. This discussion will explore the best ways for analyzing and taking action on data pulled from multichannel information sources to determine customers' attitudes and opinions toward products and services, opportunities for process improvement and building loyalty.

Principal global solutions consultant at Verint Bill Durr will be presenting on May 10 at 11 a.m. ET in the session titled "Voice of the Customer Analytics.” The session explores best practices in how to maximize the voice of the customer. For those looking to implement a Voice of the Customer (VoC) program will benefit from this session.

On May 15 at 2:30 p.m. CT, Samuel Dominguez, a solutions engineer for Verint, will address "How to Achieve a World-Class Experience for Your Customers." This session will explore the ways in which Voice of the Customer Analytics solutions can help companies gain a holistic view of the customer experience by using multichannel feedback to support business objectives and drive future strategy.




Edited by Amanda Ciccatelli
Call Center On Demand Home Page





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy