inContact

Leveraging the Voice of the Customer to Create an Amazing Customer Experience
Thursday January 26, 2012 TIME 2:00PM ET/ 11:00AM PT

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Implementing a Voice of the Customer program can bring valuable insights into your contact center. However, turning the information you gather into something that you can use in not as easy as it may seem. While 57% of North American companies have a formalized VoC program in place, only 5% of these same companies use the data they gather to drive change.

Luckily, creating an effective VoC program isn’t impossible. In fact, Piedmont Natural Gas and TDS Telecom have both implemented highly effective Voice of the Customer programs, increasing customer satisfaction while decreasing service costs.

Join this webinar and hear how they put their VoC programs in place and how they are using the insight they gather to drive change, coach agents, and create amazing customer service experiences.

Learn how you can:

• Create a VoC program step-by-step, with suggested survey questions and related action plans
• Use the Voice of the Customer to create a better service experience
• Better coach agents and improve performance

Who should attend:

• CIOs, VP’s, Directors and Customer Service Managers responsible for overseeing, managing and supporting mid-market and enterprise sized contact centers.

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Presenters:
Ryanne Harris
Senior Product Manager, inContact
  Jim McNutt
Manager, Customer Service Operations, Piedmont Natural Gas

Ryanne Harris is a Senior Product Manager at inContact, with a focus on inContact’s workforce management portfolio. She has over ten years of contact center experience, including workforce and contact center management. She joined the inContact product management team in 2007 after serving for five years as the Contact Center Manager.

Jim McNutt originally joined Piedmont in 2008 as the Customer Contact Center Operations Manager. He now serves as Manager, Customer Service Operations. Prior to Piedmont, Jim was the Operations & Workforce Manager at Connextions, the Support Operations Manager at APAC Customer Services and he also served as the Manager of Forecasting & Planning for Consolidated Market Response.

Bob Moore
Associate Manager, Market Research, TDS Telecom
  Chris DiMarco
Web Editor, TMC

Bob Moore has been working with agents since 1991 and has been with TDS Telecom for the past 10 years. He has been with TDS for the past 10 years. Prior to joining TDS, he was a Project Director at the Kercher Center for Social Research at Western Michigan University. Bob has an applied research background and teaches sociology at Kalamazoo Valley Community College and research methods and statistics at Western Michigan University. His area of specialty at TDS is survey research.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst.

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