In today’s competitive market outstanding customer service is a key component to success. Most contact centers measure only quantitative service level metrics, and are missing the boat on qualitative metrics. The qualitative component relates to the voice of the customer (VOC) and helps to answer key questions such as: How do our customers feel about the experience they’re having with our company and with our agents? How much do our agents know? Do they require more training? In bringing these components together you are able to successfully manage and continually improve all customer experiences.

You will learn:
  • 7 innovative uses of call center analytics
  • How to develop a voice of the customer (VOC) program that promotes front line accountability and increases operational efficiencies
  • Unique ways to further enhance the customer experience
  • Specific ways to drive actionable business intelligence from your call center
  • How to easily prove the worth of your contact center
  • What key metrics and tools you may be overlooking and their ROI benefits

Who should attend:
  • Contact Center Vice-Presidents, Directors and Managers
  • Training Directors and Managers
  • Quality Assurance Directors and Managers
 Wednesday, June 5, 2013 2:00 PM EDT / 11:00 AM PDT
Presenters:
Moderator:
Stefania Viscusi,
Editor TMCnet
Erna M. Hall, MBA
Director Call Centre Services
City of Regina

Beth Middleton, MBA,
Project Management and Professional Services Telax Hosted Call Center