Call centers are often the first – and sometimes the only – human interaction with your customers. Their role goes beyond customer service; they carry the responsibility of shaping the perception that consumers have of your organization, ultimately affecting customer retention rates.
Regardless of your company size, a small improvement in consumer retention can dramatically increase profits. In his book The Loyalty Effect, Fred Reichheld writes,
a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries.
In this one hour webinar you’ll learn how to better manage customer interactions to improve perception, sales, and loyalty. You’ll also hear from Nathanael Sidmore, Web Analyst at World Travel Holdings, who will talk about how his company seized the opportunity to offer a great customer service experience.
Nathanael Sidmore, Web Analyst, World Travel Holdings
Nate’s passion dives deep into web analytics and driving strategic website enhancements. He keeps a keen eye on ongoing web improvements to optimize conversions and improve the customer experience. Nate aims to modernize the way consumers connect with his call center using the web.
We talk about:
- How to eliminate hold time
- An easy way to improve the web experience
- Tips on increasing sales
- A simple way to engage the mobile consumer
- How to deliver a consistent service experience
Who should watch:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media