Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Business Intelligence Sales & Marketing More Topics...
Contact Centers
Real-time info services with Neustar
Average Rating:
Rate this article:  
Voice of the Customer: Your Key to Sales Growth
Voice of the Customer: Your Key to Sales Growth

By Jennifer LeClaire
December 14, 2013 11:21AM

Bookmark and Share
Managing your contact center for maximum profitability and productivity requires a hands-on approach with managing your people as well as your technology, and keeping customer satisfaction always top-of-mind. Seamless integration of all customer communication avenues is essential, as well as monitoring performance indicators and analytics.
 


Your marketing department can create the most impressive campaign, with all the right messaging, reach and frequency to put your message out there. But, in the end, it can be your sales team and contact center staff that make or break the bottom line.

Perhaps the most important key to success is remembering the old adage, "The customer is king," and these days, the voice of the customer resonates louder than ever, thanks to social media. Indeed, every single customer has the ability to spread the word -- whether good or bad -- about their experience with your company. And unfortunately, we all know that disgruntled customers tend to ensure that their voices are heard loud and clear. That's why it's so important to ensure that every customer contact is a positive one -- to the greatest extent possible.

For contact center managers, as well as sales and marketing managers, training your team to really listen to the customer is key. And, it's not just about the voice on the other end of the phone. It's about mining data from online contacts, web forms, and social sites like Facebook, Twitter and Pinterest, as well as customers reviews from sites like Amazon.com, Yelp, and so many others.

We spoke with some experts in customer service recently for their advice on how to ensure your team is best equipped to provide top-notch customer service, with each and every contact.

Optimize Your Contact Center Technology

With the rise of social and mobile communications channels, brands need to go where the customers go to ensure requests are being taken care of on consumers' channels of choice, says Marty Beard, president and CEO of LiveOps, a leading provider of online customer service agents. Effective customer service requires seamless integration of all available customer communication avenues.

"Aberdeen research shows that brands using integrated agent desktop technology see a 74 percent increase in year-over-year revenue compared to non-users," Beard said.

"By arming customer service agents with access to a multichannel, integrated agent desktop, contact center agents can better manage their workflow and resolve customer inquiries faster and with greater accuracy across all channels. Increased agent productivity increases customer satisfaction, which, in turn, increases revenue."

Leverage Social and Mobile Platforms

Social channels and mobile devices are great tools for reaching out to our customers, said Shana Duthie, VP of marketing and customer experience at MDLIVE, an online company that connects patients with a network of physicians and therapists through secure video, phone or email. (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

DAn H:

Posted: 2013-12-17 @ 6:26am PT
Brand loyalty in the digital age. How quickly can you lose a customer? You'd be surprised!

Luanne:

Posted: 2013-12-16 @ 10:00am PT
@Robert W: You are so right about Time Warner Cable and also so many other so-called 'service' providers.

It drives me crazy that companies like TWC and plenty of others still think it's ok to give a customer a window of say 8am-noon -- or even worse yet, 8am-5pm, for delivery or service. They expect working people to stay home from work half a day or sometimes all day, waiting for them to show up.

Now, I realize they don't always know how long a service or delivery call will take. But, they *do* know if you're the first one on the schedule or not. So, let's say they know that you're the 2nd or 3rd on the list for the morning. Why do they still make you have to wait for them from 8am? And if they know you're the last appointment of the day, why can't they give you a 2-hr window, say 3-5pm instead of making you wait 4 hours or more.

With cell phones, and GPS, and all the other technology available, why can't service companies provide better service in terms of not making their customers wait around for them?

Robert W.:

Posted: 2013-12-15 @ 7:55am PT
The importance of this advice can not be overstated. Now go tell AT&T and Time Warner Cable. They have a lot to learn.



Barium Ferrite Is The Future Of Tape: Barium Ferrite (BaFe) offers greater capacity, superior performance, and longer archival life compared to legacy metal particle (MP) tape. Click here to learn more.


 Contact Centers
1.   Avaya Ends Network Waiting Game
2.   Nearly Half of Enterprises Adopt Cloud
3.   iRobot Releases Ava 500 'Bot
4.   Salesforce Gets Smart Virtual Agents
5.   Smart CRM: ShoreTel Taps Salesforce


advertisement
Avaya Ends Network Waiting Game
Aims to help biz improve operations.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug exposed will come at a very hefty price. Some say it all could have been avoided.
 
Michaels Says Nearly 3M Credit, Debit Cards Breached
Arts and crafts retail giant Michaels Stores has confirmed that a data breach at its POS terminals from May 2013 to Jan. 2014 may have exposed nearly 3 million customer credit and debit cards.
 
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
The innovative headpiece may find its niche in markets where hands-free access to data can be a big advantage. Glass experiments for doctors are already under way, with some promising results.
 

Mobile Technology Spotlight
Review: Siri-Like Cortana Fills Windows Phone Gap
With the new Cortana virtual assistant, Windows catches up with Apple's iOS and Google's Android in a major way, taking some of the best parts of Apple's and Google's virtual assistants, with new tools too.
 
With Galaxy S5, Samsung Proves Less Can Be More
Samsung has produced the most formidable rival yet to the iPhone 5s: the Galaxy S5. The device is the fifth edition of the company's successful line of Galaxy S smartphones, and shows less can be more.
 
Facebook Rolls Out Potentially Intrusive Location-Sharing
Looking for friends? Facebook users in the U.S. will soon be able to see which of their friends are nearby, using a smartphone's GPS. Could be a cool feature in some cases, or way too much information.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Business Intelligence | Sales & Marketing | Contact Centers | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.