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Implement the Voice of the Customer for a More Responsive Call Center Experience
Every one of your customers has a unique amalgamation of needs, desires and technical fluencies that directly impact the way they interact with your call center. This presents a challenge with customer service because over-arching strategies are no longer as effective in addressing customer concerns. Customers now want solutions tailor-made to their problems.
The custom solution is an expectation in the connected world, and it’s also become your call center’s responsibility. Producing a customer experience that’s anything short of sterling can result in not only a lost customer, but also negative social standing. With so many outlets for customers to sound off on, your call center cannot risk the bad press that ignoring the customer’s voice will lead to.
Utilizing the Voice of the Customer is not only easier than ever before, but it can also provide your team with actionable intelligence and insight. You’re probably already incorporating some measure of customer satisfaction, however, turning the information you gather into something that you can use is still the pain point in this process. While 57 percent of North American companies have a formalized VoC program in place, only five percent of these same companies use the data they gather to drive change. Luckily, creating an effective VoC program isn’t impossible. With support from tools like call reporting, and a more concrete grasp on metrics you can ensure that you’re optimizing your interactions with customer and putting your company’s best foot forward.
If you’re interested in finding out more about what goes into a successful voice of the customer campaign, you’ll want to join us for an informative webinar that will examine the ins and outs of this important call center strategy.
“Leveraging the Voice of the Customer to Create an Amazing Customer Experience” will take place on Thursday Jan. 26, 2012 at 2:00PM ET and will include commentary from Ryanne Harris, Senior Product Manager at inContact, Jim McNutt Manager, Customer Service Operations, Piedmont Natural Gas and Bob Moore Associate Manager, Market Research, TDS Telecom. TDS and Piedmont have both recently implemented successful VoC campaigns, and inContact offers tools that allow for users to implement their own.
Given the background of each speaker, the talk should be informative for anyone who has ever wanted to know more about capturing the customers voice.
To register for this informative talk, interested parties can click: here
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.Stay in touch with everything happening at ITEXPO. Follow us on Twitter.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Stefanie Mosca
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