Confirmit and DMG Consulting Announce Webinar Showcasing Contact Center Feedback Best Practice

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Listen to Your Customers: Increase Customer Retention While Reducing Contact Center Costs.

Confirmit has announced that it has joined forces with DMG Consulting LLC to deliver a webcast highlighting the ways in which businesses running contact center operations can use a Voice of the Customer program to increase customer retention, while reducing operational costs.

In this webinar, Donna Fluss, founder and President of DMG Consulting will share best practices for building a Voice of the Customer program that optimizes customer retention and satisfaction. She will highlight how successful programs enable businesses to improve the customer experience, reduce agent attrition and produce a more competitive and cost effective contact center environment.

Fluss comments "Even in the era of social networking, surveys are still the most effective ways to determine how satisfied customers are with a company's products and services. Analyzing feedback on a timely basis enables companies to rapidly identify service issues, substandard processes, and outdated policies and procedures. Retaining customers is a top goal in good times; it is even more important in a tough economic climate. Investing in technology to gather feedback and improve service before customers broadcast their frustrations to the world is vital, especially in the era of social networking."

The webinar will guide contact center managers, supervisors and QA specialists who are interested in building or enhancing their Voice of the Customer program, as well as Customer Insight professionals who want to combine contact center data with customer survey data.

In addition, Gary Schwartz, SVP Marketing at Confirmit will discuss the ways in which global businesses have taken advantage of feedback management technology to deliver significant benefit to their customers, contact center and enterprise.

Schwartz added "This webinar gives us a great opportunity to share some best practice examples of successful feedback programs, particularly in businesses who have combined feedback data with CRM data to provide context to their decision making. I'm looking forward to discussing some of the key ways in which contact centers can harness the power of the Confirmit platform to drive efficiencies and improvements.

The Webinar will be held at Thursday, October 1, 2009 12:00 pm CDT and registration is available through the AMA website.

Press contact
Gary Schwartz, SVP Marketing, Confirmit, +1 212 660 1816

About Confirmit:
Confirmit is the world's leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has more than 200 employees and offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.

Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include British Airways, Countrywide Financial, Dow Chemical, Experian, GlaxoSmithKline, Halifax Bank of Scotland, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil Hydro, Symantec, and Virgin Media.

About DMG Consulting LLC:
DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG's consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit


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Gary Schwartz
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