How contact centers can leverage agent knowledge to improve the products they support. Design for improved Customer Experience while sharing valuable input with other departments: marketing, product development and sales.

Information gathering, analysis and distribution are keys to a quality customer service organization. Feedback shows you the weak spots, while analysis and communication with other parts of your enterprise bring value to the enterprise as a whole. Dr. Van Bennekom will draw the lines between inputs and great outcomes for contact center operations. 

Guest Host Bio: Dr. Fred Van Bennekom helps organizations collect and apply customer and employee feedback in a statistically valid manner. The author of “Customer Surveying: A Guidebook for Service Managers,” Fred teaches operations management in Northeastern University’s Executive MBA program. Before earning his doctorate, he served as an information systems consultant for Digital Equipment’s field service organization. Through his company, Great Brook, Dr. Van Bennekom conducts workshops and advises clients on their survey practices.