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Executive Interview : 9 Ideas on How To Improve Customer Satisfaction
Customer satisfaction continues to drive the core of every business. ContactCenterWorld.com asked some of its members from around the world to share some quick tips on ways to improve customer satisfaction.
"Continue building on the customer experience by making customer service training such as MAGIC available to your teams."
|- Vera Austin, Director, Mass Mutual, United States|
"Make sure you ask them before you end the call. For example, where you satisfied with the way I handled your call today? Do not ask them if they are happy, many times them may not be really thrilled with the outcome, but they can still be satisfied that you did everything possible to resolve their problem."
|- Lee Pemberton, Vice President, Inspired Performance Solutions, United States|
"Ask them what they expect. Tell them what they will get, under what conditions and why. Manage their expectations. Customers always expect better service, no matter what you deliver, unless you make it clear up front."
|- Aleš Neveselý, Head of Customer Support Services, Y Soft Corporation, a.s., Czech Republic|
"Deal with the complaint today, not tomorrow or next week. Resolve it quick and efficiently."
|- Siala Uepa-Holmes, Customer Service Manager, Debitsuccess, New Zealand|
"It is a matter of attitude and culture and it starts from the top. Empower people to take decisions at the front line to satisfy genuine customer needs and have policies which enable and not disable."
|- Suresh A.V, President - International Operations and CEO Forbes Pro, EUREKA FORBES, India|
"Taking customer feedback and align team first.
|- Sudheer B N, Chief Executive, WayBridge Outsourcing Services, India|
"Understand top call drivers and what the client values from a quality perspective. Calibrate calls to ensure that QA guidelines are accurate."
|- Juan Trevino, Sr. Project Manager, Sitel US, United States|
"Listen to your customer demands. Work on a quick fix. Listen to complaints."
|- Antoine Mentha, Senior Director, Desjardins Card Services, Canada|
"Yes, pursue every customer until they exclaim that they are happy! If you are a wise contact center manager you will have staff members demanding you do more for your customers."
|- Ronald Hughes, Innovation Director, Skills Assessment Academy, Ireland|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Gather Your Own Information
Published: Thursday, September 3, 2015