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The pursuit of customer satisfaction through continuous improvement programs is high on most Call Center and IT Service Desk agendas, yet most still fail to understand the totality of customer expectations and therefore deliver services that miss the mark. Fewer than than 25% of enterprises have institutionalized a successful customer satisfaction measurement and management system that works.

The fact is, most of the investments in customer satisfaction research made annually by Call Centers and IT Service Desks are no better prepared in predicting future actions of users than a Richter Scale is in predicting how severe an earthquake will be. Both tell you what has happened, but neither tells you what will happen.

This begs the question of what is wrong with “most” customer satisfaction programs today? Simply put, they are not measuring what organizations think they are measuring. An effective, useful customer satisfaction program must contain a component that monitors the shifting values of its customers.

Based on MetricNet’s empirical observations from more than 1,700 benchmarks, attendees of this session will learn:

• 10 frequent errors in customer satisfaction measurement that could make continuous improvement an impossibility

• Why attaining “satisfied” customers isn´t good enough

• How Call Centers and IT Service Desks can create a continuous process for improving the customer experience

• What most CSAT programs really measure

• Why some Call Centers and IT Service Desks may be very responsive, supportive, and efficient and still have a negative perception among their customer community

Audience members will come away from the session with a number of action items, including:

• Best Practices for obtaining accurate information on customers and overcoming the typical hurdles of historical customer satisfaction programs

• World-class strategies for maximizing customer enthusiasm, measuring the voice of your customers and detecting the value shifts of your user population

• How to break out of “rear view mirror ” analysis mode and start implementing forward-looking strategies

• The proper techniques for incorporating statistically valid samples, confidence levels and error rates with surveys

• How best to minimize the gap between customer perception and the performance reality of Call Centers and IT Service Desks

Date: Tuesday, August 9th, 2011 2:00 PM – 3:30 PM EDT (GMT – 4:00)
If the time zone or timing of these webcasts do not match your schedule, I would encourage you to sign up anyway as the system will automatically send you the recording later (but only if you register).

TO REGISTER click here.

***For a complete listing of MetricNet’s 2011 webcasts, click here:

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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