Complimentary Webcast Notification

Webcast: "The Impact of Social Media and the Entitled Customer"
Presented By: Lynda Kate Smith, Vice President, General Manager Care Business Unit, Nuance
Date: August 23rd, 1:00 pm - 2:00 pm
Register Now>>>

Gone are the days when people just complain to their friends, family, and coworkers when service is bad. Now, very passionate, disgruntled and creative individuals will leverage the power of technology and social media to voice their issues via emails, blogs or websites. The effect is very viral, fast moving and ultimately can result in millions of global consumers getting a new - and not so favorable - impression of a brand, product or service. This negative impression can cost millions of dollars to improve.

Welcome to the Care 2.0 world, where the model of building and managing relationships with customers has dramatically changed. With the appropriate resources and solutions, your organization can successfully compete in this new environment.

In this webcast, you will learn:
1. How the expectations for customer service have changed.
2. How technology has shifted power from the business to the consumer.
3. Five critical things your business needs to do to succeed in this new world

Complimentary Webcast Notifications

Webcast: "Using Automated Customer Surveys to Improve Agent Performance in Real-Time"

Presented By: Erich Dietz, Director, Mindshare Technologies

Date: August 21st, 1:00 pm - 2:00 pm Eastern

Register Now>>>

Many companies run surveys and solicit feedback, but data is not channeled to front-line managers in an actionable or timely manner. If utilized properly, automated customer survey systems can be a powerful tool to improve agent performance. Next-generation hosted survey solutions allow companies to quickly deploy cost-effective feedback programs and realize the benefits of responding to the voice of the customer. In this webinar you will learn how to:

1. Design action-oriented customer surveys.

2. Use customer feedback to drive front-line consistency and accuracy in real time.

3. Recover more customers using automated surveys.

4. Turn customer information into objective measurement for rewarding managers.