Dear SearchCRM.com member,
Many contact centers spend money on technology that has little to do
with whether a customer gets an answer quickly, when that is the most
important thing. Most customers don't differentiate between speech
recognition, Voice over Internet Protocol (VoIP), and offshore
outsourcing - as long as the problem is resolved.
Listen to this expert Podcast to hear Richard Feinberg share his
thoughts on call center technology, including speech technology and
VoIP, and the importance of customer satisfaction.
Click here to learn more:
http://go.techtarget.com/r/2495052/6276287
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TITLE: Voices of CRM: Richard Feinberg
WHEN: NOW AVAILABLE FOR DOWNLOAD
SPEAKER: Richard Feinberg, Director of the Center for Customer-
Driven Quality at Purdue University
SPONSOR: Nuance
http://go.techtarget.com/r/2495053/6276287
DOWNLOAD THIS EXPERT PODCAST:
http://go.techtarget.com/r/2495054/6276287
====================================================================
NOTE: To access this Podcast, you must: Disable pop up blockers;
Disable firewalls blocking streaming media/audio.
====================================================================
====================================================================
ABOUT THIS EXPERT PODCAST
====================================================================
Richard Feinberg, director of the Center for Customer-Driven Quality
at Purdue University, discusses the impact of speech recognition,
contact center staffing and workforce management in this expert
Podcast. Learn how companies are now paying for some of the mistakes
of contact center offshore outsourcing and the best way to measure
customer satisfaction.
Click here to learn more:
http://go.techtarget.com/r/2495055/6276287
====================================================================
ABOUT THE SPEAKER
====================================================================
Richard Feinberg, Director of the Center for Customer-Driven Quality
at Purdue University
Richard Feinberg, PhD, is a consumer psychologist and professor in
the Department of Consumer Sciences and Retailing and the director of
the Center for Customer-Driven Quality at Purdue University. He
teaches courses in consumer behavior, retailing, "e"-retailing, CRM
and leadership.
-------------------- SPONSORED BY: Nuance --------------------------
Harris Interactive Study: Voice Automation Helps Companies Improve
Customer Service
The customer experience has emerged as the most critical factor in
gaining and maintaining competitive advantage. Learn how to keep your
customers happy with insight from a Harris Interactive study on
consumer expectations and customer service.
Download this whitepaper:
http://go.techtarget.com/r/2495056/6276287
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