Expert profile: Fred Van Bennekom [ Dr. ]

[ ID = 0740 ] Fred Van Bennekom [ Dr. ] 
Name Bennekom, Dr. Fred Van
Job Title Principal / Lecturer 
Organisation Great Brook Consulting / Northeastern University 
Address 421 Main St. 
Postal Code 01740 
City Bolton, MA 
Country United States 
Phone + 978-779-6312
Email fred_(on)_greatbrook.com [@ replaced for spam protection]
Organisation URL  
Personal URL  
Specialism Callcenter:
Call Center Metrics
Consulting for Services Sales and Marketing
Contact Center Strategy
Contact Centre Management
Customer Care
Customer Satisfaction in the Call Center
Strategic Planning 
PhotographDescription or CV
Description: For 20 years, Fred has worked in the customer support
   industry as an academic, practitioner, and now consultant. Dr. Van
   Bennekom research and business practice examine the use of customer
   feedback for organizational improvement, with a special focus on the
   strategic linkage between customer support and product engineering. He
   specializes in authoring surveys used by support service organizations
   for service program development and for quality control purposes. Fred
   has published in both industry and academic journals and is a frequent
   speaker at industry conferences worldwide. Recently, Fred authored,
   Customer Surveying: A Guidebook for Customer Service Managers.

Update your profile Last update: 2002-04-05 12:00:00   Visits since 28-08-2008: 1307


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