Voice of the Customer: Developing a Systematic Listening/Feedback (web seminar):

This 90-minute web seminar provides guidance for gathering Voice of the Customer information from call center conversations to share with the rest of the organization. Students will learn methodologies for better listening and ways to provide feedback in positive ways.

Dates: March 2, August 24, November 2

A call center agent will interact with more customers in a single week than most employees will touch in their entire career. Therefore, who could be better to listen to the customer's input, assimilate it, and feed it back to the rest of the enterprise?

The challenge is to effectively listen to the customer, not just about the contact issue at hand, but also product likes/dislikes, wish lists, competitive data, etc. Then it must be collated into useful reports that can be shared with the appropriate departments throughout the enterprise in a way that is accepted and not viewed as "finger pointing" when it is negative.

Acting upon the needs and desires of customers is a critical factor in competitive success.
Seminar attendees will learn to:

- Identify the internal clients of the call center and what information they need from external customers.
- Outline opportunities to become a conduit for the "voice of the customer" to the enterprise.
- Identify methods that will enable constructive feedback without the risk of "finger pointing".
- Identify the metrics and measures to put in place to ensure effectiveness as well as efficiency.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
08/24/2012 10:00 AM
11/02/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122