Customers are at the heart of any business; it should go without saying that the way customers are treated is of the utmost importance. This is what drives Vocalcom’s call center applications, software and solutions, and this is also what’s driving us to attend the 2013 International Customer Service Association (ICSA) Annual Conference, a premier educational and networking event which started yesterday, September 22 in Jacksonville, Florida. For anyone in the customer service space, this annual conference is a must.
Whether you’re a customer experience professional looking to better target your existing customer base, better engage new prospects, or are dedicated to strengthening your overall service strategy, this event provides keynotes, a multitude of educational sessions and an exhibition floor packed to the brim to further your knowledge and know-how and to gain a serious competitive advantage.
The theme for this year’s event will also reflect this year’s National Customer Service Week, “United through Service.”
Research shows that 42 percent of service agents ineffectively resolve customer issues because of technological roadblocks, 45 percent of U.S. consumers abandon online transactions if they are not serviced quickly enough, and 89 percent have stopped doing business with a company altogether if their service experience is poor.
Combine these issues with today’s ever advancing and varying forms of customer service and you’ll understand why the 2013 ICSA is such a crucial step for securing business continuity.