Presented By: Keith Dawson, Frost & Sullivan
Date: On Demand Available January 14th

What’s most important about hearing the “voice of the customer” is making what you learn actionable. How do you capture enough information about the customer interaction to truly understand the ways in which your agents can perform better, can deliver better service, and create the opportunity to generate revenue? The key is capturing the literal interaction then subjecting interactions to analysis and evaluation.

This webcast will explore the critical importance of really listening to what customers are saying, and using that newfound knowledge to gain competitive advantage. Attendees will learn:

--How call recording has matured from an agent evaluation tool into a platform for understanding the whole spectrum of the interaction.
--How listening to the voice of the customer gives you ammunition to turn the contact center into a real revenue center.
--How better measurements of customer satisfaction can help maximize the lifetime value of your existing customer base.

About the Presenter:

Keith Dawson  has been an authority on call centers and the management of customer care technology since 1990. He is a senior analyst in Frost & Sullivan’s contact center practice.

As editor of Call Center Magazine (twice), he covered a wide array of tools, including switching and ACDs, outbound dialers, CTI, CRM and speech recognition. He has blended with that a deep knowledge of the operational techniques and business practices inside contact centers.  Keith has written thousands of articles as well as several definitive books, including the now-classic Call Center Handbook. His particular interest in recent years has been the customer experience: how it is measured and whether companies are using the contact center as well as they can to manage that experience to their advantage. He is a sought-after speaker and web-presenter.

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