Voice of the Customer: Listening Through the Call Center

Voice of the Customer: Listening Through the Call Center

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The relationship between post incident customer satisfaction and the organization's profitability will be investigated. Organizations in the call center industry who asked to participate in surveys conducted by the Center for Customer Driven Quality at Purdue University will be randomly selected and invited to answer a survey related to the customer satisfaction practices used in that organization. Analysis of the results will be used to identify industry best practices, and the relationship between use of best practices and profitability. Organizations using voice of the customer information are expected to have more positive financial results. Additional descriptive information on the industry will be obtained from the Center for Customer Driven Quality, the Help Desk Institute, and public sources.Desk Institute HDI practices survey (Neider, 2004); many organizations shared detailed information about the ... The HDI survey also works to drive the best practices because the organizations members see the results as best practice for the call center industry and ... That may be the reduction of cycle time, increased utilization of resources, improved customer service or to maintain industry leadership.

Title:Voice of the Customer: Listening Through the Call Center
Publisher:ProQuest - 2007

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