Our team has just returned from last week’s Frost & Sullivan 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange in Marco Island, Florida. In addition to meeting and networking with amazing leaders in the customer service and customer care industry, they also had the opportunity to participate in a multitude of thought-provoking sessions and discussions. Our team came away with so many exciting ideas to share; here are just a few of our key takeaways:
1. Agent Experience - Is it more valuable to provide agents with coaching focused on scoring systems or on making them better, taking advantage of agents unique skill sets?
2. Creating Customer Delight - It takes only seconds to create customer delight and positive memorable experiences.
3. Big Data - Understanding and using the enormous volume of data available today to create customized experiences that exceed expectations.
Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch also had the opportunity to lead a Fireside Chat Breakout Session, along with Jessica Johnson, Vice President, Shareholder Services Group at Broadridge. Their session, titled, “Evolving Customer Surveys: Creating Customer Delight Through Multichannel VoC,” focused on which surveys to use in a multichannel environment, best practices for increasing survey acceptance rates, and how contact centers can incorporate survey feedback to enhance brand loyalty and impact customer strategy.
About 24-7 Intouch
24-7 Intouch is a leading contact center outsourcing company that delivers innovative and value-driven outsourcing solutions via voice, live chat, e-mail and social media, across all industry segments. Using the most advanced technology in the industry and Certified Sales and Customer Service Representatives, the multichannel approach taken by 24-7 Intouch addresses both long and short-term goals to reduce costs, increase incremental revenue and deliver lifetime customer loyalty. The 24-7 Intouch teams are brand specialists, representing their clients’ brand, culture and employees in each business partnership.
About Frost & Sullivan
Frost & Sullivan enables clients to achieve best-in-class positions and strive to accelerate growth, innovation and leadership in their respective brands. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies.
Their one-of-a-kind Executive MindXchange format leverages mass brainpower. Jam-packed with dynamic networking activities and hands-on content, their programs are over 80% interactive.