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...
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
Small Business
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Leveraging the Voice of the Customer for Sales Success
Leveraging the Voice of the Customer for Sales Success

By Jennifer LeClaire
April 11, 2013 6:56AM

    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 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:



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.


 Small Business
1.   Sprint Becomes Google Apps Reseller
2.   Texas Startup Fund Not All It Seems
3.   BlackBerry BES 10 Now Hosted
4.   Future of Laid-Off MS Employees
5.   Female Yahoo Exec Lashes Back


advertisement
Texas Startup Fund Not All It Seems
Sketchy results from recipient firms.
Average Rating:
Most Networks Not Ready for IoT
But most enterprises are prepared.
Average Rating:
Small Biz Learns Recession Lessons
Rebuilding smarter, more tech-savvy.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Tor Internet Privacy Service Warns Users It Was Breached
You may never have heard of the Tor Project, but the Internet privacy service is making headlines. Tor’s devs say users might be victims of an attack launched against the project earlier this year.
 
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 

Enterprise Hardware Spotlight
AMD's ARM-Based Opteron Out in $3K Dev Kit
It's dubbed "Seattle" and it's AMD's first 64-bit ARM-based Opteron processor. The low-power chip is being released as part of AMD’s Opteron A1100-series developer kit, and aimed at high-end data center needs.
 
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Dell, BlackBerry Not Sweating Apple-IBM Alliance
IBM's recent move to partner with Apple to sell iPhones and iPads loaded with corporate applications has excited investors in both companies, but two rivals say they are unperturbed for now.
 

Mobile Technology Spotlight
Virgin Mobile Offers Custom Smartphone Plans
As the wireless carrier wars continue heating up, Virgin Mobile just threw the customization coal onto the fire. The firm has debuted a no-annual-contract plan with rates based on individual use.
 
Collaboration Provider Asana Revamps Mobile App
Asana, a collaboration software provider started by a Facebook founder, is now out with a rebuilt native iOS mobile app. It replaces one that even the company admits was not up to par.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

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.