BenchmarkPortal's Online Radio Show 'Call Talk' Discusses Call Center Customer Satisfaction
June 15, 2011
By Stefanie Mosca
, TMCnet Managing Editor
Aside from housing the largest call center metrics database in the world, BenchmarkPortal (News - Alert) also produces the first online radio show specifically focused on Call Centers. Every month, BenchmarkPortal broadcasts CallTalk, with no vendor sponsorship, keeping its content completely neutral and even asking listeners to suggest topics they want to hear discussed on the radio show’s blog.
Join host and senior research executive for the Center for Customer-Drive Quality, Bruce Belfiore for the latest episode of CallTalk which will focus on Customer Satisfaction. The broadcast, Customer Satisfaction: Acting on the Voice of the Customer, Using Feedback to Improve Service and Loyalty, will air today June 15 at 4pm ET/1pm PT.
Customer feedback is a powerful tool to improve service levels, eliminate inefficiencies, and create more loyal customers – but like any tool, it needs to be used properly to be effective. This week, Peter Leppik, industry expert and founder/CEO of Vocalabs, will discuss proven scientific strategies for making customer feedback work for you.
An investment analyst following call center technologies, Peter Leppik has recently co-authored the book Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience. He has developed independent research on customer service quality and best practices for aid in the designing of customer interactions. Through his dedication to providing management tools to understand and improve customer service, he founded Vocalabs in 2001, where he serves as CEO. Peter is a frequent speaker on measuring and improving customer service.
One lucky listener will receive a $1,500 Benchmarking Survey Giveaway as well as 50 percent off an IVR assessment- savings valued at over $4,500.
If you are an existing user, login as usual today the designated time to listen to the show and email or call in any questions you may have. If you are a first time user, register here. After you receive a confirmation email verifying your registration, first time listeners will also have the chance to listen to the show as well as email or call in questions.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Stefanie Mosca is a Web editor for TMCnet. Previously she worked as a freelance copy editor for Digital Surgeons LLC. She holds a master's degree in journalism from Quinnipiac University and a bachelor's degree in communication from the University of New Haven. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell