Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Neustar, Inc.
Protect your website & network
using real-time information & analysis

www.neustar.biz
CRM Systems
Register for a certification exam.
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.



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 CRM Systems
1.   Microsoft Takes CRM to Gov't Cloud
2.   Salesforce1 Adds Mobile Features
3.   Salesforce Partners with Philips
4.   Salesforce1 for Retail for Digital Age
5.   Oracle Buys Micros Systems for $5.3B


advertisement
Microsoft Takes CRM to Gov't Cloud
With Dynamics CRM in early 2015.
Average Rating:
Salesforce1 Adds Mobile Features
To access, analyze, act on biz data.
Average Rating:
Salesforce Partners with Philips
On cloud-based healthcare platform.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 
34 European Banks Hit by Android-Skirting Malware
Criminals have been finding gaping holes in Android-based two-factor authentication systems that banks around the world are using. The result: 34 banks in four European countries have been hit.
 

Enterprise Hardware Spotlight
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 
Contrary to Report, Lenovo's Staying in Small Windows Tablets
Device maker Lenovo has clarified a report that indicated it is getting out of the small Windows tablet business -- as in the ThinkPad 8 and the 8-inch Miix 2. But the firm said it is not exiting that market.
 
Seagate Unveils Networked Drives for Small Businesses
Seagate is out with five new networked attached storage products aimed at small businesses. The drives are for companies with up to 50 workers, and range in capacity from two to 20 terabytes.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | 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.