| Call Center Online Training Course: Voice of the Customer: Developing a Systematic Listening & Feedback System Self-paced, self-study, online training course, $300 Volume and series discounts available  |
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Overview
A call center agent will interact with more customers in a singe week than most employees will touch in their entire career. Who better to listen to, assimilate and report the customer's input than the agents?
Acting upon the needs and desires of customers is a factor critical to competitive success. The challenge for front-line representatives is to gather from each customer, not just facts concerning the issue of the moment, but also product likes and dislikes, suggestions for improvement, and opportunities to become more competitive. Collecting, aggregating, and reporting customer feedback in useful forms can turn customer data into a gold mine of information to be shared with departments throughout the enterprise. This session will explore proven techniques and methodologies for maximizing one of the call center's most important contributions: actionable information.
Seminar attendees will learn to:
- Identify internal call center stakeholders and their information needs.
- Use the call center as that conduit that delivers the "voice of the customer" to the entire enterprise.
- Report constructive feedback without the risk of "finger pointing".
- Implement metrics that measure ensure effectiveness as well as efficiency.
How to Participate
Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.
Registration Fees
The per computer connection fee for this seminar is $300, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.
Volume Discounts
- Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
- Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.
Certification Series Discounts
This seminar is one of seven seminars included in the Call Center Quality
Assurance Web-based Certification Series
.
To register, click on the "Book Now" button or please call (708) 246-0320
| Voice of the Customer | Self-Study | Online |
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Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar. There will be no refunds or credits for non-attendance.
Agenda, course dates, and locations are subject to change.
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