January 25, 2012
Webinar - Listen to Your Customers for a Complete Vision of the Your Challenges
By Chris DiMarco, TMCnet Managing Editor
Your customers have more platforms to sound off on than ever before. Social media brings equality to every voice, and when a complaint or an issue goes viral, you better be ready to deal with it. Call centers have traditionally been the direct link between customers and business, but today the need for them to be at the ready to deal with issues like this is even more paramount. So how does your staff of 100, 50, or even 20 call center agents tackle the millions of tweets, status updates and conversations happening on social media outlets every day? A strong voice of the customer strategy is the place to start.
Custom solutions are an expectation in the connected world, and they’ve 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.
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 customer’s 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.
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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