Presented By: Joe Alwan, Vice President and General Manager of AVOKE Caller Experience Analytics at Raytheon BBN Technologies
On Demand Date: January 2012
Customer Effort. Net Promoter. Customer Satisfaction. Third Party Surveys. How do these all relate to customer experience and what are the strengths and weaknesses of each? And, why is customer experience so important to the contact center and to the rest of the company?
As a customer service leader, you need objective customer experience data to drive service delivery performance. You also need to show how customer experiences are impacted by other departments in your company.
Listen to this webcast, and you will learn:
--Which metrics drive customer retention and spending?
--A comparison of analytics versus surveys to measure customer experience.
--How customer experience drives contact center performance improvement?
The webcast also explores how to measure customer experience and make it actionable.
About the speaker
Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at Raytheon BBN Technologies. Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer effort, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.