Voice of the Customer: Empowered Customers Bring a Wealth of Business Insight

call center week
Posted: 11/06/2013
Job:
Company: Call Center Week

Empowered customers have changed the business landscape. Successful buyer/seller relations today can no longer be managed through a "one-size-fits-all" approach. Businesses need to tune into the rapidly changing needs of buyers to delight them in a timely fashion. Customer interactions are an opportunity to resolve issues and deliver valuable insight.

This recent Aberdeen Group report, sponsored by Cvent, examines how organizations leverage the customer voice to optimize customer retention and other performance metrics.

Discover how best-in-class companies:

• Retain 91% of customers compared to 69% for Industry Average
• Achieve a 53% first contact resolution rate through an improved voice of the
customer initiative as compared to 35% for Industry Average
• Improve response time to customer requests by 11.9% compared to 3.4% for All
Others

To continue viewing this content please fill out the form below and become a CCW Digital member.
Or if you're already a CCW Digital member, sign in below to download.
Join

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product and you agree to our User Agreement, Privacy Policy, and Cookie Policy.

To continue viewing this content please fill out the form below and become a CCW Digital member.
Or if you're already a CCW Digital member, sign in below to download.
Join

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product and you agree to our User Agreement, Privacy Policy, and Cookie Policy.

call center week
Posted: 11/06/2013
Job:
Company: Call Center Week