News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
GET RECOGNIZED
Let an ISACA® certification elevate your career.
Register today and save
You are here: Home / Communications / Customer Voice Key to Sales Success
DDoS Protection Powered By Verisign
Leveraging the Voice of the Customer for Sales Success
Leveraging the Voice of the Customer for Sales Success
By Jennifer LeClaire / NewsFactor Network Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
APRIL
11
2013


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 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:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN COMMUNICATIONS
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Dairy Queen Latest Retailer To Report Hack
Known for its hot fries and soft-serve ice cream, Dairy Queen just made cyber history as the latest victim of a hack attack. The fast food chain said that customer data at some stores may be at risk.
 
Lessons from the JPMorgan Chase Cyberattack
JPMorgan Chase is investigating a likely cyberattack. The banking giant is cooperating with law enforcement, including the FBI, to understand what data hackers may have obtained.
 
Who Is the Hacker Group Lizard Squad?
Are they dangerous or just obnoxious? That’s what many are wondering about the hacker group Lizard Squad, which tweeted out a bomb threat that grounded a flight with a Sony exec aboard.
 

Enterprise Hardware Spotlight
Intel Intros Lightning-Fast PC Processors
Call it extreme. Intel just took the covers off its first-ever eight-core desktop processor, which is aimed at hardcore power users who expect more than the status quo from their computers.
 
HP Previews ProLiant Gen9 Data Center Servers
Because traditional data center and server architectures are “constraints” on businesses, HP is releasing new servers aimed at faster, simpler and more cost-effective delivery of computing services.
 
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 

Mobile Technology Spotlight
Samsung Maps Its Way with Nokia's 'Here' App for Galaxy Phones
Korean electronics giant Samsung has opted to license Here, Nokia’s mapping app -- formerly known as Nokia Maps -- for its Tizen-powered smart devices and Samsung Gear S wearable.
 
Will iPhone Finally Catch Up with NFC Mobile Payment Ability?
Apple's latest version of the iPhone may have a mobile wallet to pay for purchases with a tap of the phone. The iPhone 6 reportedly is equipped with near-field communication (NFC) technology.
 
Visual Search To Shop: Gimmick or Game Changing?
Imagine using your phone to snap a photo of the cool pair of sunglasses your friend is wearing and instantly receiving a slew of information about the shades along with a link to order them.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech | 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

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.