TMCnet Customer Experience Management Week in Review

Last week, customer experience management leader TeleTech (News - Alert) took to the Web to present a live webinar titled “Creating a Better Customer Experience with At-Home Associates,” an event that focused on how to improve the quality of customer service and broaden channel options while keeping costs under control – possibly even reducing them.

To help others understand how a lower operating cost plus higher quality equals greater client value, TeleTech leaders P.J. Weyforth-Drummond and Charles Hutton hosted the webinar. The two explained that while it might seem impossible, in today’s world there are ways to maintain operational efficiency while achieving higher levels of customer satisfaction – and all of this is possible with an at-home workforce.

Last week, Weyforth-Drummond, TeleTech’s senior vice president of TeleTech@Home, and Hutton, TeleTech’s vice president of business operations for TeleTech@Home, shared secrets of how at-home associates enable better customer experience management and offered tips to control costs while keeping contact center resources in the U.S., among other things.

To read about how the webinar went, click here.

Also this week, Vivisimo, a leader in information optimization, hosted a webinar titled “Gaining Customer Insights from Unstructured Data,” sponsored by the Customer Experience Professionals Association (CXPA).

"Vivisimo is excited to work alongside the CXPA to help educate the industry and create a better understanding of the customer experience discipline," said Tracey Mustacchio, vice president of marketing at Vivisimo, before the event. "The growth of unstructured data sources forces companies to implement initiatives that leverage the data and empowers customer-facing professionals to hold intelligent conversations with customers. Organizations that are able to capture and utilize knowledge from all customer touch points across the enterprise win."

Attendees heard from a variety of experts including Bruce Temkin, CXPA co-founder and chair, and Stacy Leidwinger, Vivisimo's senior director of product management.  Among the topics covered were which solutions can help address the growing problem of capturing and interpreting unstructured end-user feedback, such as social media, call center records, and open-ended comments.

In other news, Enventis, a subsidiary of HickoryTech, had a little bit of celebrating to do when Cisco (News - Alert) recognized the company with a Customer Satisfaction Excellence Gold Star, for delivering outstanding customer service to customers in the United States.

HickoryTech Corporation is a premier communications provider serving business and residential customers in the upper Midwest.

“Enventis sets high goals to provide the best solution, service and support to our customers,” said Steve Larson, vice president of Enventis’ (News - Alert) Enterprise Integration Services Division, in a press release. “Achieving Cisco's Customer Satisfaction Excellence designation two consecutive years validates our commitment to our customers as the Cisco Gold Partner of choice in the Midwest.”

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