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Webinar Tackles Transforming Customer Feedback Into Profits

By David Sims
TMCnet Contributing Editor

A Webinar titled “Transforming Feedback into Profits: Best Practices for Capturing and Acting on Voice of Customer Feedback in the Contact Center” will be presented on Tuesday, September 14, 2010 2:00 PM EDT / 11:00 AM PDT.

As a critical customer touch point, your contact center is an ideal place to capture customer satisfaction information, Webinar presenters say. The challenge lies in making it easy for customers to provide the right level of feedback at the right time, and ensuring that feedback is acted upon on both an operational level (fixing their individual problem) and a strategic level (evaluating your business processes and determining whether changes are needed).

Webinar attendees will get real-world examples of how companies are transforming contact center feedback into competitive advantage. Justin Schuster, VP of Enterprise Products at MarketTools, and Martha DeGraw, Vice President of Product Management at West Interactive (News - Alert), will show you how to capture actionable insights.

The presentation will show how to save at-risk customers, enhance service quality, reduce costs and streamline operations as well as increase customer retention, renewals and recurring revenues. It will help attendees pinpoint problems and opportunities by agent, team, product, region, communication channel and customer type, ore effectively coach, recognize and reward service and support representatives and make investments in headcount, training, technology and equipment where they will have the greatest payoffs as they build long-term customer loyalty and profits.

Presenters include Justin Schuster, Vice President, Enterprise Products MarketTools. He has over 10 years of high tech software and services experience.

Another presenter will be Martha A. DeGraw, Vice President, Product Management West Interactive Corp. She is an 20-year professional with diverse work experience in the Financial Services, Telecommunications and Collaboration Services industries including roles in strategic planning, business development, product management, systems development, financial analysis and cash management.

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