Conference Presentation
EXECUTIVE SUMMARYINFORMS PRACTITIONERS CONFERENCE: 2006 PRESENTATION ABSTRACT
PRESENTATION TITLE:
Customer Contact Centers - Undervalued Touchpoints Driving Loyalty and Profitability
Contact Centers have been traditionally viewed as cost drivers to the business. As such, workforce management and financial models have been the cornerstone analytical tools applied for expense reduction and productivity gains.
Contact Centers are also primary touchpoints for cultivating and maintaining good customer relationships. Contact Center experiences generate key "Moments-of-Truth" for customers that can promote or detract from their loyalty, thereby impacting retention, repeat business and referrals.
Through the use of facts, data and statistical methods, contact center information can be leveraged as a competitive advantage to the business. This presentation will share relevant examples with the audience that illustrate:
• How to treat satisfaction and loyalty as "hard" vs. "soft" measures
• How to exploit customer feedback to increase margin while improving service
• How to determine key value drivers of customer satisfaction and loyalty
INFORMS PRACTITIONERS CONFERENCE: 2006 PRESENTATION OUTLINE
Undervalued Drivers Of Loyalty & Profit - Contact Centers As Key Customer Touchpoints
Introduction & Contents
Brief Background/Context for e-black.biz
Viewing the Contact Center on Performance vs. Potential
The Research
• Coopers & Lybrand
• TARP
• University of Michigan
• Gartner
Why Listening to Customers Saves Money
Case Examples
• Cellular-Wireless Contact Center Outsourcing
• Telecomm Installation & Repair Intervals
• Global Computer Manufacturing Services
• Directory Information Services
Hard vs. Soft Metrics
Return-on-Service
Measuring Success:
• Beyond Customer Satisfaction
• Driving Loyalty & Advocacy
• Relevant Financials
Aligning Business Practice With Customer Experience
Summary & Conclusion
Contact Information for Elaine Squittieri-Black
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