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Customer Satisfaction

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.

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP