Transforming Feedback into Profits

Transforming Feedback into Profits - Image 1

Description

Tuesday, September 14, 2010 2:00 PM EDT / 11:00 AM PDT

Join us to hear real-world examples of how leading companies are transforming contact center feedback into competitive advantage. Justin Schuster, VP of Enterprise Products at MarketTools, and Martha DeGraw, Vice President of Product Management at West Interactive, will show you how to capture actionable insights you can use to:
Save at-risk customers
Enhance service quality, reduce costs and streamline operations
Increase customer retention, renewals and recurring revenues
Pinpoint problems and opportunities by agent, team, product, region, communication channel and customer type
More effectively coach, recognize and reward service and support representatives
Make investments in headcount, training, technology and equipment where they will have the greatest payoffs
Build long-term customer loyalty and profits

Presenters

Justin Schuster
Vice President, Enterprise Products
MarketTools

Justin joined MarketTools in 2009 and leads product strategy for MarketTools CustomerSat and MarketTools Market Research Suite. With more than 10 years of high tech software and services experience, Justin has held management positions at Symantec and EMC. Justin has an MBA from the UC Berkeley Haas School of Business.

Martha A. DeGraw
Vice President, Product Management
West Interactive Corp.

Martha DeGraw is an 20-year professional with diverse work experience in the Financial Services, Telecommunications and Collaboration Services industries including roles in strategic planning, business development, product management, systems development, financial analysis and cash management.

Ad Reference ID: 8064c89f26cace79

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