Call Center Service Leaves Callers Happy - Customer Inter@ction Solutions

If you have trouble viewing this email, click here to view online.

»Free Premium Content Customer Inter@ction Solutions: 5/09/2011 eNewsletter

Featured Articles » What is a Hosted Call Center? » Enterprise Call Recording User Spring to Add Jobs in Oklahoma City Call Center » Salesforce.com's Ron Huddleston named a 2011 Channel Chief by CRN Magazine » Qwest Customers: Don't Hold Your Breath for IPTV Service   Sponsored By: Maximizer Mobilizing with CRM... Your Competitive Advantage With Maximizer CRM you can streamline services processes to accelerate response time to customer inquiries, improve quality of customer data while on the road, and much, much more. Discover how mobilizing your customer service teams with Maximizer CRM can enhance customer experiences: www.maximizer.com/mobilizing-crm   Top Stories » Telerx Call Center to Expand Workforce » Gexel Telecom Selects Avaya for Call Center Operations Solutions That Will Improve Customer Service » ADT Australia Implements ClickSoftware Solutions for Improved Customer Service » Cloud CRM: Nine Ways to Stand Out in A Customer's Eyes   From The Expert Corner May 06, 2011 Call Center Service Leaves Callers Happy By Carrie Schmelkin TMCnet Web Editor The personal service an individual receives from a call center can leave that person feeling happier than when they experience online customer service, according to recent reports from ServiceTick. ServiceTick, a company that finds a way to provide immediate feedback from customers to companies, monitors customer satisfaction and NPS scores for brands using both online and IVR surveys. Recently, the company analyzed data compiled from more than 150,000 surveys and discovered when a call agent completes an IVR survey at the end of the conversation, the customer satisfaction (CSAT) and NPS scores are consistently higher. Conversely, scores from Web-generated surveys produce lower scores. On average CSAT scores were 22 percentage points higher and NPS scores were 69 points higher when generated by IVR surveys, according to recent reports... Read More   Featured Video Rich Marcia of CSI   Featured Channels » Call Center Furniture » Agent Performance » BPA (3rd Party Remote Call Monitoring)   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of IP Communications professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

This email was distributed by: Technology Marketing Corporation, 800 Connecticut Avenue, Norwalk, CT 06854 As a valued reader or attendee of TMC's publications and events, you will occasionally receive carefully-screened offers and free product information via email. If you no longer wish to receive this type of email, please go to http://www.tmcnet.com/enews/subs.aspx?eml=ignoble.experiment@arconati.us to adjust your preferences.