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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

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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.
 


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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.

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