CHAPEL HILL, N.C., Feb. 6 From early communication aboutproduct changes to web site improvements, customer feedback has enhancedservices, products and processes at two-thirds of companies, according to arecent study by Best Practices, LLC's Global Benchmarking Council.Incorporating VOC data in process improvement initiatives is key to betteraligning the customer service function within the call center to increasecustomer satisfaction and loyalty.
Visit http://www3.best-in-class.com/gr140.htm to download "UsingPerformance Metrics & Voice of the Customer Data to Improve CustomerSatisfaction in Call Centers" for a more in-depth look at the study.
To learn from marketing experts, customer service professionals, callcenter and operations managers about latest initiatives with focus on winningcustomer loyalty, you are invited to join the 10th Annual Customer ExperienceConference in sunny Phoenix.
The conference, "Using Quality to Improve the Customer Experience,"sponsored by Best Practices, LLC's Global Benchmarking Council, will focus onthe various aspects of transforming the customer experience to buildprofitable relationships.
Register for the conference online athttp://www3.best-in-class.com/gr133.htm . Reserve before February 11th totake advantage of discounted hotel room rates.
You're invited to this working conference where cross-industry executiveswill share insights on:
The 10th Annual Customer Experience Conference represents one of thenetworking opportunities at the core of the Global Benchmarking Council's(www.globalbenchmarking.com) mission to promote primary research, knowledgeexchange, and operational excellence in three broad areas of businessoperations:
BEST PRACTICES, LLC is a research and consulting firm that conducts workbased on the principle that organizations can chart a course to superioreconomic performance by studying the best business practices, operatingtactics, and winning strategies of world-class companies. For moreinformation, call (919) 403-0251 or visit http://www3.best-in-class.com/.-- Toyota: How to use a strategic customer experience tool to increase sales, close rates and customer advocacy. -- Johnson & Johnson: To determine how to synthesize customer engagement data to discover the factors that will influence the company in the long-term. -- Hewlett-Packard: Through prioritizing processes that have an impact on customer loyalty, areas for investment and improvement are identified. -- IBM: How to ensure positive customer experiences through your company's virtual face, its web site. -- Orbitz: To create a distinctive brand that will drive financial performance. -- Wells Fargo: To achieve call center excellence, areas of improvement should run the gamut, from the tone of the representative to the call center structure.
SOURCE Best Practices, LLC