Press Release

Using the "Voice of the Customer" to Drive Customer Service Improvements

The North Texas Tollway Authority gathers data from customers at every touch point to ensure ongoing service improvement.

(Boonton, NJ, June 17, 2010) — Think about how many times, as a manager, you might have told a customer service rep not to talk so fast, to show more empathy, or to say "thank you" at the end of a call. Three or four times in the course of a month, perhaps?

But what if you could harness the voice of the customer so that reps are hearing that kind of corrective message hundreds of times over the course of the month?

According to an article in the June issue of industry publication Customer Service Newsletter, that's just what the North Texas Tollway Authority is doing with help from new software.

In just one example, managers can initiate a Personal Action Survey for a specific agent. If the agent has shown some weakness in a skill area, the manager can provide training sessions or coaching and then activate an automated survey to ask about that behavior - And that data leads to even more improvement.

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com