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August 15, 2008

Ryla Holds 5th Annual Customer Feedback Week

By Eve Sullivan, TMCnet Editor

In response to customer feedback, the International Quality & Productivity Center (IQPC) is bringing Customer Feedback Week back.
The fifth annual conference, sponsored by Ryla Teleservices, will be completely revised with topics such as capturing, analyzing and translating customer feedback, a 100 percent brand new speaker faculty and five content rich workshops. It will be held Sept. 22-25 at the Westin Peachtree Plaza in Atlanta.
Ryla has developed solutions from the simplest to the most complex customer contact interactions. Their expertise in customer contact management, business process outsourcing, crisis response management and on-demand contact center technology has improved clients’ production, quality and revenue objectives.
The event features best practices for disseminating and acting on customer data from industry leaders and focuses on strategy, rather than just the tactical, behind leveraging customer feedback.
By understanding the vitality of a top-down approach, participants will discover how feedback translates directly into business success, organic growth and profit.
The keynote speakers are: Tina Walters, senior vice president of customer service operations at Comcast; Colin Shaw, CEO and founder of Beyond Philosophy; Brian Benjamin, vice president of customer advocacy at PAETEC (News - Alert); John Isbell, director of operations services and training at IHOP; Gregory Reeves, technical support manager at CompuCom; and Martyn Christian, vice president of ECM marketing at Information Management Division.
The featured speakers include: Lynn O’Neill, assistant vice president of customer experience at New York Life; Angela Kauffman, director, U.S. marketing operations at AON; Nino Ninov, VP strategic research and analysis at Rosetta Stone; and Robert Mangel, manager service quality research at Kaiser Permanente. There are also speakers from GE Healthcare, Thomson (News - Alert) Reuters, Hewlett Packard and Microsoft.
The week also includes two “exclusive site tours” to Coca-Cola and Home Depot. On the Coca-Cola tour, there will be a presentation on how to be available for consumer feedback across multiple media to protect your brand and trademark. The Home Depot tour focuses on the company’s customer service strategy and features a tour of the call center operations and The Home Depot Legend Museum.
Topics for the event include managing customer complaints for resolution and risk reduction, engaging the Web 2.0 generation, leveraging quality disciplines and employing specific tools and quality disciplines.
Also being discussed is: understanding the dynamics of customer interactions: how emotions drive value; taking a holistic view, measuring satisfaction and impacting the bottom line. As well as: developing strategic and operational initiatives based on VOC and voice of front line, gaining top-level involvement and leveraging feedback to create new products and service delivery mechanisms.
Along with Ryla, other sponsors are vovici, CDC Respond, Customer Sat, beyondphilosopy and IAC Certification. To register log on to Ryla’s website at

Eve Sullivan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Eve's articles, please visit her columnist page.

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