CHAPEL HILL, N.C., Feb. 6 /PRNewswire/ -- From early communication about product changes to web site improvements, customer feedback has enhanced services, products and processes at two-thirds of companies, according to a recent study by Best Practices, LLC's Global Benchmarking Council. Incorporating VOC data in process improvement initiatives is key to better aligning the customer service function within the call center to increase customer satisfaction and loyalty.
Visit http://www3.best-in-class.com/gr140.htm to download "Using Performance Metrics & Voice of the Customer Data to Improve Customer Satisfaction in Call Centers" for a more in-depth look at the study.
To learn from marketing experts, customer service professionals, call center and operations managers about latest initiatives with focus on winning customer loyalty, you are invited to join the 10th Annual Customer Experience Conference in sunny Phoenix.
The conference, "Using Quality to Improve the Customer Experience," sponsored by Best Practices, LLC's Global Benchmarking Council, will focus on the various aspects of transforming the customer experience to build profitable relationships.
Register for the conference online at http://www3.best-in-class.com/gr133.htm . Reserve before February 11th to take advantage of discounted hotel room rates.
You're invited to this working conference where cross-industry
executives will share insights on:
-- 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
-- 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
-- Wells Fargo: To achieve call center excellence, areas of improvement
should run the gamut, from the tone of the representative to the call
The 10th Annual Customer Experience Conference represents one of the
networking opportunities at the core of the Global Benchmarking Council's
(http://www.globalbenchmarking.com) mission to promote primary research, knowledge
exchange, and operational excellence in three broad areas of business
-- Customer Experience
-- Human Resources Excellence
-- Quality, Productivity and Process Excellence
BEST PRACTICES, LLC is a research and consulting firm that conducts work based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics, and winning strategies of world-class companies. For more information, call (919) 403-0251 or visit http://www3.best-in-class.com/.
|SOURCE Best Practices, LLC|
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