Contact Center Solutions Featured Article

Webinar: Searching for True Satisfaction Survey Results

June 10, 2008

To help businesses collect more reliable satisfaction survey data, an Indianapolis-based contact center and IP telephony products company is hosting a Webinar next week.

Interactive Intelligence officials say that enterprise contact centers are now revenue-generating machines, but that success measurement tools such as satisfaction surveys and customer perception data – far more popular now than the old agent productivity stats or “interaction quality levels” – often are misused.
During a free Webinar at 2 p.m. on Tuesday, June 17, company officials will discuss a “truer” survey approach that “highlights the cause-and-effect relationship between the voice of the customer and financial results, and that’s easily supported using your IP business communication system.”
Register here for “Harnessing Loyalty-Producing Customer Feedback Using Your IP Communication Solution.”
The Webinar, which will include a question-and-answer session, will feature Brad Herrington, Interactive Intelligence’s solutions marketing manager. He’ll talk about the company’s suite of IP contact center products, designed to provide the tools that companies need to implement effective customer feedback solutions in a contact center.
Other topics will include how to improve agent performance and service levels, increase customer retention and loyalty, recover lost customers, innovate before the competition does and identify market trends.
Another Webinar co-presenter, Philip Doriot – program director and partner of CFI Group North America – will talk about a methodology for developing superior satisfaction surveys, and how to integrate the methodology easily with a post-call survey solution tied to a company’s IP system.
“The result is a stronger voice of your customer, and information that lets your contact center build stronger customer loyalty and outpace competitors,” officials say.
The event will be moderated by Tim Gray, a ContactCenterSolutions Web Editor with nearly a decade of journalism experience who’s spent the past several years covering a wide array of technology news including reporting on the IP communications, call center and customer relationship management industries.
Michael Dinan is a TMCNet Editor. To read more of his articles, please visit his columnist page.
Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse.