Acting on the Voice of the Customer
Customer feedback is a powerful tool to improve service levels, eliminate inefficiencies, and create more loyal customers--but like any tool, it needs to be used properly to be effective. Hear Peter Leppik, industry expert, author and founder and CEO of Vocalabs, talk about proven, scientific strategies for making customer feedback work for you.
CallTalk Air Date: Wed, June 15, 2011
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: Peter Leppik, Vocalabs
Join Bruce Belfiore for this episode of CallTalk, focusing on Customer Satisfaction.Peter Leppik started as an investment analyst following call center technologies and has recently co-author the book Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience. He has developed independent research on customer service quality and best practices for aid in the designing of customer interactions. Through his dedication to providing management tools to understand and improve customer service, he founded Vocalabs in 2001, where he serves as CEO. Peter is a frequent speaker on measuring and improving customer service.