Do you know what your customers want? Even the best internal metrics offer an incomplete view. Bill Durr will explore two exciting new technologies, speech analytics and customer feedback management, and how they are externalizing the contact center, transforming it from a cost center to a strategic, customer-centric asset.
The meeting will be held at our usual location, Dave and Buster's (MAP) at Crossroads Mall, where Loop 410 and IH 10 intersect. All attendees will receive a surprise Holiday gift from PTMA.
According to a recent survey of top executives, managing the customer experience to ensure loyalty and retention is a key component in remaining competitive in troubled economic times. To provide a really great experience is to suppose that you already know what your customer truly wants. Do you? Armed with only internal metrics, we have a largely internal view of customer service.Bill Durr's presentation will explore two new technologies, speech analytics and customer feedback management, and how they are externalizing the contact center. By focusing on the center from the outside-in, leading contact centers transform themselves from cost centers to strategic assets in the customer centric enterprise.
Bill is an industry veteran and has held sales, marketing and consulting positions with a number of major firms in the industry. He has authored numerous articles and white papers on contact center technology and management and is a frequent speaker on topics of interest to the contact center community. Bill has written two books on contact centers and the third, “Customer Centricity through Workforce Optimization” was published by ICMI Press in May, 2007.
Bill is employed by Verint Witness Actionable Solutions as Principal, Global Solutions Consultant. In this role Bill evangelizes on workforce optimization. Bill provides private seminars for enterprise and contact center executives and engages in best practice consulting with customers and prospects around the world.