PALO ALTO, Calif. July 25, 2011
WHO Tim Keough Dan Lee
WHEN Wednesday, July 27, 2011 10:00a.m. Pacific Daylight Time
Financial institutions lead other industries when it comes to the use of analytics. Pershing, the large financial services provider, manages nearly a trillion dollars in assets for more than 300 international financial organizations in over 60 markets worldwide. Their business is complex and customer expectations are high. Faced with this complexity, Vice President with Quality Management at Pershing Tim Keough has implemented an innovative Voice of the Customer strategy for his B2B environment.
Keough manages customer satisfaction research, management and the customer care team program. In this webinar, Keough will share his secrets to getting the most out of customer feedback data.
- A tactical plan to strategically mine useful customer feedback data in a contact center
- Use hidden satisfaction indicators
- Use your data and feedback in a contact center
- Results that come with a winning strategy
one trillion dollars