3 Ways to Increase Customer Satisfaction (and Profitability) in Contact Centers

Thursday, January 15, 2014
TIME: 11:00am ET/ 8:00am PT


The driving force behind today’s call centers is customer centricity. According the "Executive Report on Performance, Operations and Technology" by Contact Center IQ, customer satisfaction–not cost efficiency or revenue generation–is the defining metric of success for call centers. With the underlying belief that the most important voice of judgment is that of the customer, many businesses today view contact centers as gateways to improved customer experience (and ultimately, profitability), and are willing to make the necessary investments to reach that goal. However, contact center professionals–limited by time and resources–are often hindered by urgent issues at the expense of optimizing successful processes and technologies. The good news is that there is a better, simpler way for contact center professionals to proactively address–and drastically decrease–security, interoperability and reliability challenges that can have a profound impact on customer satisfaction. After all, it only takes one dropped call or one frustrating IVR non-response for customer experience–and the contact center’s Net Performance Score (NPS)–to go from great to poor.

This webinar will explore how contact centers can improve customer satisfaction and call accuracy while reducing business costs, utilizing existing technologies and ensuring customer data is secure. Attendees will gain insight into:

  • What types of attacks/security threats pose the most risk to contact centers and how to prevent them
  • How to introduce new technology into contact centers without disruption
  • How to help ensure that “always available” customer support is “always available”



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David Tipping
Vice President and General Manager, SBC Business,

David Tipping is the vice president and general manager of the SBC Business at Sonus. Prior to this role, Tipping served as Sonus' Vice president of product marketing and product management. Tipping has served in several executive and management roles during his tenure with Sonus, including Vice president of Sonus Worldwide Systems Engineering, Vice president of Sonus' Service Providers for the Americas division and as technical director of Sonus' Eastern region. Previously, Tipping spent four years at Enterasys/Cabletron Systems, a Siemens enterprise communications company, as a Senior Systems Engineer supporting customers in the Midwest and New England. He received a Bachelor of Science degree from the University of New Hampshire.


Erik K. Linask
Group Editorial Director, TMCnet

Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.