How Do Contact Centers Measure the Customer Experience? - CUSTOMER

CUSTOMER : 5/05/2014 eNewsletter   Latest Featured Articles » How Do Contact Centers Measure the Customer Experience? Feedback is essential to the success of any business, yet too many of call centers and hosted contact center vendors fail to ask for this valuable information. They get too bogged down with business as usual and forget to ask the opinions of those who matter most - the customers. At the end of the day, if these companies are not measuring the customer experience, how will we effectively drive future revenue? » What Does the TCPA Mean to Contact Centers Today in a Mobile World? Multichannel communications has made it challenging for contact centers to comply with the Telephone Consumer Protection Act. Sponsored by: Enghouse Interactive Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. Enghouse Interactive's comprehensive portfolio of interaction management solutions span multi-channel call centers, CTI integration, self-service Interactive Voice Response (IVR) and knowledge management, operator attendant consoles, call recording and quality management, voice recording services, and outbound dialer technology. Enghouse Interactive's solutions support any telephony environment and offer flexible deployment options—on premise, cloud-based, or any combination—allowing organizations to focus on optimizing their business processes and delivering superior customer experience. Enghouse Interactive solutions enable customers to reach you anytime, anywhere, and anyhow. » Contact Centers Will Benefit from Communication-enabled Business Processes Contact centers need to meet or exceed consumer expectations. The most obvious reason is that a business' first point of contact with a consumer is increasingly the contact center. » Mercedes-Benz CEO Gets Tougher on Customer Service Good customer service really does matter for companies that want to retain their clients. Many businesses now understand that not only a more efficient service, but also a good customer relationship management (CRM) is important to improve business processes, gain clients, retain existing customers and expand business. In fact, most companies rely on repeat business from satisfied clients and on positive word-of-mouth about their firm. Top Stories » Fort Wayne's 311 Contact Center Gets National Recognition » The Customer Service Impact of Amazon's Co-Browsing MayDay Solution » PureShare CCM2 Contact Center Metrics Offer Valuable Customer Experience Insights » Bank of America Looking to Add Call Center Employees in Rhode Island Featured Channels » Call Center Scheduling » Call Center Management » Mobile VoIP Featured Resources » Building Customer Loyalty through Increased First Contact Resolution » Are You More Secure in the Cloud? » Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology 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.

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