Leveraging Data to Provide a Better Customer Experience, Better Understand the Cost of Service of Durable Goods, and Improve the Product
Add bookmarkThis session will address the service of durable goods and how to conduct data gathering over the phone to monitor product performance.
- Recording product failure modes
- Determining the part needed to correct customer service needs
- Leveraging data to improve product performance and predict staff levels
- Evaluating product profitability by calculating total cost to service it
Tags:
technology
call center
call center week
productivity
Call Center Summit
product improvement
quality
customer service
customer experience
customer satisfaction
call center representative
customer management
efficiency
David Wassilak
Access Business Group
research and development
IQPC
