Historically contact centres have been perceived as cost centres rather than strategic assets. Now, with the wealth of customer intelligence that can be extracted, customer services should aspire to strategic status. Informed executives realise that the voice of the customer, from all customer touch points, delivers accurate, incontrovertible experience of their company products and services. Customer analytics is now a game changer. Jon Ezrine, SVP & Chief Operating Officer at Nexidia, discusses transitioning companies, the ‘Big Five Steps to Success’ and a number of case studies at the crest of this achievement.
If you would like instant access to the full-length version of Jon Ezrine’s keynote speech from 2012′s Call Centre & Customer Management Expo, along with keynote speeches by Brad Cleveland, Cheryl Black, Derek Blackburn, Richard Small, Warren Buckley, Steve Woosey, Nathan Dring, Mike Harris and Martin Hill Wilson, simply fill in the adjacent form. You will then receive an email containing all eleven keynote speeches.