Your Call Center and CRM: The Face Your Customer Sees First

Technology Revolution: The Future of Now

Bonnie D Graham

News, Business News, Technology

4.9 • 112 Ratings

🗓️ 8 May 2013

⏱️ 58 minutes

🔗️ Recording | iTunes | RSS

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Summary

Today’s buzz: Who’s minding your call center right now? You’d better know who. Because they alone are responsible for the instant opinion a caller forms about your entire company. Are your agents generating rolls of thunder or applause for you? The experts speak. Dennis Goodheart, IP Network Consulting: “You can fool some of the people all the time, and all the people some of the time, but you cannot fool all the people all the time.” (Abraham Lincoln) Neal Shact, CommuniTech: “The customer experience is an increasingly critical marketing battleground and the contact center sits dead-center. It’s the ‘face’ your customers see. A great experience with intimacy and personalized service builds customer loyalty and repeat business; if not, hope it doesn’t go viral like United Airlines found out with the video United Breaks Guitars (12.75M+ hits).” Jim Goldfinger, SAP: “Just because it’s usable, doesn’t mean it’s useful.” Join us for Your Call Center & CRM: The Face Your Customer Sees First.

Transcript

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0:00.0	The following program is being brought to you on the Voice America Business Channel.
0:05.5	For more information about our network and to check our additional show hosts and topics of interest, please visit voiceamerica business.com.
0:13.1	The Voice America Talk Radio Network is the worldwide leader in live internet talk radio.
0:18.1	Visit voice America.com.
0:19.7	The views and ideas expressed on the following program
0:22.4	are strictly those of the host or guests and do not necessarily reflect the views and ideas
0:27.2	held by the voice america talk radio network its staff and management Welcome to the most nutritious hour of business talk all week.
0:45.8	This is Coffee Break with Game Changers, presented by SAP.
0:49.8	The best run business is run SAP.
0:52.4	Your host and moderator is Bonnie D. Graham.
0:54.8	You'll hear from the innovators who have learned to use game-changing technologies to shake up the status quo and help move today's businesses in new directions.
1:02.6	Now, here's Bonnie D. Graham.
1:05.8	If you want to run with the game changers, you're in the right place.
1:10.4	Today's buzz, do you know who's
1:12.9	minding your call center right now? You'd better know who. Why? Well, because they alone can be
1:20.2	responsible for the instant opinion a caller forms about your entire company. Let's face it,
1:26.8	it takes more than just being polite, speaking,
1:29.2	clearly managing calls, giving info, and resolving issues. So are your call center agents generating
1:35.9	roles of ominous thunder or roles of thunderous applause for you? The experts speak. What a panel I
1:43.2	have today. Great experts in call center,
1:46.5	etc., etc. We're going to be hearing from Dennis Goodhart from IP Network Consulting. He quotes
1:51.7	the 16th president of the U.S. Abraham Lincoln. Everybody loves to quote Lincoln. Great quote. You all
	...

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