The Drivers of Customer Satisfaction in Contact Centers
|Date:||Thursday, October 13, 2011|
|Presenter:||Mark Miller, J.D. Power and Associates|
NOTE: Large files will take more time to download.
- Presentation slides: The Drivers of Customer Satisfaction in the Contact Center (PDF, 580 KB, 14 pages, October 2011)
Do you know what your customers value most in contact centers? In this webinar, J.D. Power and Associates will present valuable insights and strategic trends applicable to all federal contact center managers. With an array of anecdotal experiences as well as data–driven results, you won't want to miss it!
What You'll Learn
- The drivers of Customer Satisfaction (CSAT) in the call center space
- Top 3 tips to improve CSAT
- How to move your customer satisfaction from good to great.
About the Presenters
Mark Miller is a senior director for the Global Contact Center Practice at J.D. Power and Associates. J.D. Power offers contact center solutions to improve customer service, satisfaction, and operational performance. Its solutions aid companies ranging from those requiring a deep understanding and process improvement plan to those who already deliver an outstanding customer service experience.