Free AWWA Webinar – Hidden Gems: Convert Customer Interactions to Actionable Insight

Many organizations have started to see the importance of user experience (UX) by ensuring that customers are satisfied with their interactions with products and services. Being an organization that deals with external stakeholders, it is important that we listen to feedback and use that feedback to serve our customers efficiently. This webinar would definitely, help with that, and since it’s free, all you need to do is register and put aside some of your time.

Webinar Introduction

Our call center agents and other frontline employees engage in hundreds, if not thousands, of customer interactions every year. While these interactions can range from routine to extraordinary, there is an ever-growing challenge to capture and consider the insights customers reveal through all of those interactions. It can also be challenging to turn these “hidden gems” into affirmative actions that help us deliver exemplary service to meet ever-evolving customer needs.

This highly informative 60-minute webinar will give attendees the opportunity to hear several leading Customer Service professionals share how they successfully turn everyday interactions into a continuously improving customer experience by using a combination of technology, reporting, and intra-company communications and initiatives.

Providing excellent customer service is critical to every business-to-consumer relationship, and utilities are no exception. But the challenge of absorbing all the important information obtained through customer interactions and turning that information into actions for improvement can appear overwhelming. Attendees will learn about important tools and techniques to employ to convert that abundance of everyday data into actionable items, which can be implemented organization-wide to achieve positive change.

Learning Objectives:

1. Discover ways to use technology and reporting to digest large amounts of data from customer interactions.
2. Get ways to analyze, distill, and use information from customer interactions to improve the customer experience.
3. Find techniques for building intra-company consensus around efforts to improve the customer experience.





About WRlibrarian

Currently employed with the Water and Sewerage Authority at the Water Resources Agency, I have created this blog to provide an online presence for the Agency's library. This purpose of this blog would be to inform staff about library related activities, as well as, relevant information that can have an impact on the Agency's operation.
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