Leading speech analytics solutions provider Nexidia (News - Alert) will host a webinar focusing on the significance of examining all facets of customer interaction, be it e-mails, telephone calls, chats and social networking, in order to completely comprehend customer response and potential issues.
“Using Multi-Channel Interactions to Find the Changes Your Customers Really Want” is scheduled for Tuesday, May 24, at 1 p.m. ET. Bridge House Consulting Director and industry thought-leader Martin Hill-Wilson will explore in this webinar the newest methods for using multi-channel customer interaction analytics to boost the value of customer services to an entire organization. By using this data, Hill-Wilson will reveal best practices to create momentum for transforming a business.
While the telephone remains as the most traditional method of communicating with customers that seek assistance and support from an organization, multiple facets of communications tools – like e-mail and instant messaging, have emerged and bring to companies a whole new set of data of customer interactions. However, many organizations lack the ability to gain a clear picture of how these tools are affecting customers.
Fortunately, Nexidia’s “voice of the customer” platform combines customer interactions through e-mail, chats, telephone calls and social networking sites like Twitter, to derive a complete analysis of the trends occurring within these communications.
“The phone is still the most important customer service tool,” said John Willcutts (News - Alert), Nexidia’s president and chief executive officer. “But with a variety of Web-based communications gaining popularity, examining all this data is important to develop a true and complete picture of customer challenges. Only then will businesses make well-informed decisions about how to respond to customers’ real needs and expectations.”
Through a comprehensive analysis provided by Nexidia, companies can pinpoint any issues and take action to implement best practices that meet the needs of customers.
Also speaking will be Jeff Schlueter (News - Alert), vice president of marketing and business development for Nexidia. Register for this informative webinar today.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell