About this Podcast...
Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast, you’ll hear Hall’s most crucial call center performance metrics for improved quality, how to effectively integrate voice of the customer and voice of the employee measurements, and how to drive revenue in the contact center. Hall also discusses metrics in a multi-channel environment, social networking and why a revamp of your call center will make it a revenue-generating center.
Rate this Podcast:
(5.0 Stars | 1 Vote)
Advertisement
Events of Interest
-
Contact Center Innovation: What the Future Holds
May 13, 2010
Register Now -
Managing Your Brand’s Customer Service Reputation on Social Media
September 12, 2012
Register Now -
Make Innovation a Competitive Differentiator in your Contact Center Customer Experience
July 18, 2012
Register Now -
Customer Retention Summit - Online
August 30, 2012
Register Now
|
Reach Customer Management professionals through cost-effective marketing opportunities to deliver your message, position yourself as a thought leader, and introduce new products, techniques and strategies to the market.
Learn More >> Join today and interact with a vibrant network of customer management professionals, keeping up to date with the customer management industry by accessing our wealth of Customer Management articles, videos, online seminars, live conferences and more. Sign Up Today! |
|
Not a member? Sign Up
Reasons for Joining
Address your challenges through knowledge sharing with peers from our global network of specialists.
Benchmark your business initiatives with the who's who in the field.
Hear from industry pioneers how to maximize ROI in today's challenging economy.
And best of all It's FREE!