Hi All
This is an amendment to Stream 2 that is also being showcased on the 22nd February 2006 @
Royal Armouries Museum
Armouries Drive
Leeds
09.30 Coffee & Registration
10.00 Keynote – Making Best Practice Work For You
The ideal of all enquires being resolved at first point of contact is hard in practice as organisations face the reality of cost control and continual change CCA understands this complexity and through its membership of 700 organisations, public and private, small and large has a huge wealth of experience to share
(Judy Smyth –Best Practice Specialist Call Centre Association)
10.30 Case Study-Fedex Custom Critical
Fedex is North America’s largest time specific expedited carrier Chris will be presenting pioneering new ideas used over the past year to develop a quality program in their US based 24/7 200 +agent customer services centre,
(Chris Files – Quality Development Facilitator, Akron Ohio)
11.00 Case Study –Saxon Mortgage
Saxon’s passion for superior customer service has enabled the company to grow its service portfolio to $8.0 billion across seventy two thousand US based customers, Sandy will present their winning strategies for developing quality using the latest technology and techniques
Sandy Bartlett- Assistant VP,Quality Assurance Fort Worth Texas
11.30 Coffee Break
12.00 Keynote Knowing Your Customers
In a desire to put customers at the centre of their business, many organisations have invested heavily in technologies such as CRM, little of this investment has focused on capturing the customers voice in a way that enables organisations to respond to changing market needs and improve customer service
Using new technology available, organisations can capture and analyse not just what customers are doing, but why they are doing it, this presentation describes how these are helping organisations to focus on the issues that drive excellent customer service. customer loyalty and retention
(Caroline Mason Contact Centre Solutions Director, Nice Systems)
12.30 Buffet Lunch & Exhibition Showcase
13.45 New Technology Showcase – The Next Generation of Quality Monitoring Solutions
Traditionally QM solutions help you manage measure and improve your agents , The next generation of systems use technology not previously available to help you understand your customers in far greater depth and make more informed decisions throughout the business
This session looks at how capturing business interactions can improve information flow from agent to director empowering all level in the organisations, featuring live project demonstrations
Part 1 – Focus on Agent Performance
· Improving up sell and cross sell, Quality-monitoring solutions can provide and essential tool to identify opportunities and achieve success
· Tools and techniques to achieve more effective coaching Your quality monitoring solution can help coaching specialists to create and send focused coaching packages to agents
· Using your quality monitoring solution to motivate and retain your agents New developments have improved access enabling agents at any time, motivating them to perform better Autoscoring formula can assist in evaluating calls or identifying those that show a specific trend.
Part 2 Focus on Business Performance
· Evolving from ‘quantative ‘ measurement Front and back office information can be presented together in a format to aid business decisions, Marketing directors can receive information on the effectiveness of cross-sell and up-sell campaigns
· Improved complaints handling and first call resolution, Using emotion detection and word spotting technology, calls can be analysed helping managers to measure traditional difficult soft skill areas such as empathy & control of calls, Contact centre managers can analyse feedback to gauge and improve first call resolution.
· Improving visibility of real customer issues, Using advanced analytic tools, organisations can spot trends, which can highlight points of interest concerning customer behaviour, such as measuring customer retention rates, Account managers can locate all the interactions belonging to a specific account to improve the visibility of real customer issues.
14.45 Keynote – Delivering the results
· How do you successfully plan implementation and continued use to ensure an effective return on investment
· This session will focus on best practice techniques for setting up a solution which will bring real benefits to the business, helping the company to achieve strategic goals, It gives advice on how to approach the whole project from setting business objectives, change management the implementation of the systems and new working practices, It de-mystifies the technology looking at what types of solutions are best and the potential pitfalls to avoid when choosing
(Richard Mill- Managing Director)
(Brent Bischoff- Business Solutions Consultant, Business Systems UK Ltd)
15.15 Perspectives And Insights
· Split into working groups to share experiences and examples of best practice, cost versus quality experiences and technologies that help
16.00-17.00 Exhibition Showcase
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