The contact center landscape has changed a lot over the last few years. Typically, when customers have issues they will call and complain, but if an issue isn't resolved to their liking, they will often use Social Media to vent their dissatisfaction. Therefore, a single bad customer experience can impact your company further and faster than ever before. With your competition just a click away, it's important to understand the financial impact of a dissatisfied customer and how to resolve the issue before customers complain via Social Media.
Recently, Terry Redding, Director of Product Development and Delivery for CFI Group, and UTOPY's VP of Customer Strategy, Mike Miller, wrote a White Paper titled: "Customer Satisfaction – How it Impacts Company Profits and How to Improve it." In the White Paper, Terry addresses the recent findings from the American Customer Satisfaction Index (ASCI) that illustrate how customer satisfaction impacts profitability and reviews the results from the 2011 Call Center Satisfaction Index. Then, Mike explains how Customer Interaction Analytics can be used to uncover the root causes of customer dissatisfaction and how to proactively respond to issues before dissatisfied customers complain via Social Media.
When you read this White Paper you will learn:
The main factors that impact customer satisfaction in today's contact centers
How customer satisfaction impacts company profitability
How Customer Interaction Analytics can be leveraged to uncover the root causes of customer dissatisfaction
How Customer Interaction Analytics can drastically improve customer satisfaction and loyalty
Click here to read this white paper
Terry and Mike presented a Webinar on the same topic. That Webinar, also titled "Customer Satisfaction – How it Impacts Company Profits and how to Improve it," is available for on-demand
Click here to listen to this webcast