How to Connect with Today's Ever-Changing Customers Through Voice of the Customer Analytics

call center week
Posted: 08/21/2011
Job:
Company: Call Center Week

Customers have many outlets in which to voice their concerns about your organization—and possibly share that information instantly with millions of others—which can have a significant impact on your reputation and bottom line. In his paper, Voice of the Customer Analytics, author Bill Durr of Verint Systems explores many facets of the customer experience, from how people communicate with—and about—organizations to how savvy businesses can use customer input to improve the experience they deliver.

Download the paper and get valuable tips on how to engage with customers more effectively by:

  • Soliciting customer input– Today, it's more important than ever to identify the sources and levels of customer satisfaction and dissatisfaction by obtaining the information directly from your customers. Learn why customer feedback survey applications can deliver far better results than traditional surveys.
  • Identifying and responding to market trends quickly – Speech analytics and other "voice of the customer" solutions can surface market trends and competitive issues you might not otherwise know about, so you can take action quickly.
  • Interpreting the written word – Customer interactions via email, web chat, blogs, and social media are a rich source of information, so it's critical to be able to analyze them. Tools that focus on textual communications can help you mine these interactions and gain insight into other "voices" of your customers.

Discover how customer feedback, text, and speech analytics solutions can help you gain a holistic picture of your enterprise. Download now to learn more!

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call center week
Posted: 08/21/2011
Job:
Company: Call Center Week