Evolution of Customer Experience and the Voice of the Customer

Presented by

Kevin Childs

About this talk

Customer Service Team. Help Desk. Call Center. Customer Experience Group. No matter what term organizations use to describe the function of central customer contact management, many factors are causing companies to rethink their processes, including: + Changing demographics + Options for location of talent resources + Availability of product enhancing technologies + Interpreting the Voice of the Customer (VoC0 + Work at home arrangements + Retention of internal and external customers All these factors come into play while chief executives are expanding their view beyond cost reductions, revenue increases and market share to the value of a delighted customer and the need to create "apostles" among the customer base, no matter where the workforce resides. This webinar will explore the evolution of customer experience groups over the past 30 years and the drivers of change, both the good and not so good. During this webinar you will learn to: +Identify factors contributing to the evolution of customer experience groups +Develop a more productive workforce +Appreciate the value of a delighted customer base

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