Posted By Karen Licker, Financial Services Social Media & Marketing (Independent) at J.D. Power and Associates, on August 22, 2012, at 7:55 am
Drive Improvements Through Better Customer Interactions
Our financial services team would like to invite you to attend a complementary contact center webcast. In this webcast we’ll explore the unique challenges facing the banking community and discuss opportunities to help you differentiate your brand from the competition.
Specific topics include:
- Implications of failing to deliver an effective customer interaction through the contact center channel
- Understanding what’s changing about customers’ needs and expectations within the contact center experience
- Using cross-industry benchmarks and best-practices to create a differentiated customer experience
- How you can use J.D. Power contact center data to make process improvements, differentiate your brand and influence selection
Specific take-aways include:
- Data on the importance of servicing clients effectively
- The J.D. Power and Associates contact center perspective
- The top drivers of customer satisfaction with the IVR and CSR- What’s changing and how should you adapt?
- Tools, tips and tricks to help you achieve your goals
- What you can do NOW to improve your customers contact experience
WEBCAST DETAILS
Date: Wednesday, September 5, 2012
Time: 2:00-3:00 pm EST
Posted By Karen Licker, Financial Services Social Media & Marketing (Independent) at J.D. Power and Associates, on March 29, 2012, at 4:26 pm
- What are the top drivers of customer satisfaction with the call center channel for 2012?
- What do customers really care about when it comes to their interaction with call centers?
- Why is who you know more important than what you know when it comes to providing an outstanding customer experience?
- What are the three dynamics that will change, and are changing, the role of the call center forever?
Dive into these topics with Mark Miller, J.D. Power’s resident contact center expert.
DOWNLOAD this complementary presentation.
Posted By Karen Licker, Financial Services Social Media & Marketing (Independent) at J.D. Power and Associates, on March 9, 2012, at 10:16 am
Top Drivers of Customer Satisfaction in the Call Center
Join J.D. Power’s resident Contact Center expert, Mark Miller, for a complimentary webinar where he’ll unveil the top drivers of customer satisfaction with the call center channel for 2012, and help us all take steps to show our customers how much we really love them.
Join us on Tuesday, March 27 at 2:00 pm Eastern (11amPT/NoonMT/1pmCT)
- Understand what customers care about most
- Learn why who you know is more important than what you know when it comes to providing an outstanding customer experience
- Discover the three dynamics that will change, and are changing, the role of the call center forever and what to do to capitalize on this understanding
|
|
 `
U.S. Financial Services Study Release Dates for 2013 JANUARY
Social Media Benchmarking Study
APRIL
Retail Banking Satisfaction
Financial Advisor Satisfaction
MAY
Customer Switching & Acquisition
Full-Service Investor Satisfaction
JUNE
Self-Directed Investor Satisfaction
JULY
Primary Mtg Servicer Satisfaction
Dealer Finance Satisfaction
AUGUST
Credit Card Satisfaction
OCTOBER
Credit Card Website Evaluation
NOVEMBER
Small Bus Banking Satisfaction
Mtg Originination Satisfaction
Consumer Auto FI Satisfaction
__________________________
FOR MORE INFO regarding these studies, please contact: Holly Zagresky at (248) 680-6319 or via email at Holly_Zagresky@jdpa.com
|
