Harnessing Loyalty-producing Customer Feedback using your IP Communication Solution
Tuesday, June 17, 2008
Enterprise contact centers aren’t just “necessary” overhead anymore. They’re revenue-producing machines. And to measure their success, managers are increasingly using tools like satisfaction surveys and customer perception data instead of traditional Key Performance Indicators (KPIs) such as agent productivity measurements and the quality levels of interactions. The problem is, satisfaction surveys often get deployed without a precise, reliable and predictive methodology behind them, and the results they produce are not at all accurate or actionable.
Please join us for this educational webinar and we’ll fill you in on a survey approach that measures the true success of your contact center to your executive team. It’s an approach that highlights the cause-and-effect relationship between the Voice of the Customer and financial results, and that’s easily supported using your IP business communication system.
Philip Doriot, Program Director & Partner, CFI Group North America, will discuss a methodology for developing superior satisfaction surveys, and how to easily integrate the methodology with a post-call survey solution tied to your IP system. The result is a stronger voice of your customer, and information that lets your contact center build stronger customer loyalty and outpace competitors.
A superior solution for superior satisfaction surveys
- Improve agent performance and service levels
- Increase customer retention and loyalty
- Recover lost customers
- Innovate before the competition does
- Identify market trends
Brad Herrington, Solutions Marketing Manager, Interactive Intelligence, will also present an overview of the Interactive Intelligence suite of IP contact center products, which provide the tools you need to implement effective customer feedback solutions in your contact center.
Be sure to bring your questions, the webcast will be open for live Q&A
after the presentation.
Senior Product Marketing Manager,
Interactive Intelligence Inc.
As a Product Marketing Manager, Brad is responsible for the product direction and marketing strategy of the contact center products at Interactive Intelligence. His experience includes more than 20 years in the contact center industry, including the past 10 years with Interactive Intelligence focused on both the traditional and IP telephony markets.
As a partner with CFI Group, Philip Doriot is responsible for CFI Group relationships in both the US and abroad. His primary area of expertise is in the development of integrated measurement systems designed to positively impact senior management's understanding of the behavior of a company's customers and employees. Through the deployment and use of intelligent listening and feedback systems his group seeks to improve top management’s ability to make informed decisions for improved shareholder value.
Philip manages CFI Group's office in Atlanta, Georgia, and serves clients across a number of industries. His leadership is seen in CFI Group consulting engagements with many organizations with worldwide span. These companies include United Parcel Service (UPS), Best Buy, Verizon, BellSouth, the new at&t, Microsoft, The Home Depot, H&R Block, British Telecommunications, O2, Southern Company, Georgia Power. Beyond client engagements, Philip is often asked by various business periodicals to speak on a variety of topics centered on the customer experience and the interface between customer and provider. He speaks at a number of professional conferences each year and has published numerous papers concerning the measurement and usage of customer information.
Philip has worked in the measurement field for over 20 years in a variety of corporate, consulting and government positions. He holds advanced degrees in both Social Experimental Psychology and Organizational Psychology and sits on CFI Group’s Worldwide Board of Directors.
Technology Marketing Corporation
Tim Gray is a Web Editor for TMCnet.com. He has nearly a decade of journalism experience and has spent the past several years covering a wide array of technology news including reporting on the IP communications, call center and customer relationship management industries.