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Overview
This seminar begins with a critical overview to define and identify what determines world class customer service, what are best practices, and how you match up to your peers in your industry. Remember, what gets measured gets managed, and what gets managed gets better. This workshop is highly interactive, focusing on the specific challenges faced in call centers. Learn the formula for success with a step-by-step process -- utilizing metrics to uncover gaps and applying appropriate solutions. You will learn:
- How to delight the customer
- Best practice metrics for inbound performance
- Effectiveness vs. efficiency criteria
- What KPI (Key Performance Indicators) are
- Where you rank compared to your peers
- Balancing of people vs metrics
- How to rub two numbers together towards an outcome
- A step by step process to utilize metrics
- A step by step process to uncover gaps
- How to link to ROI
This seminar affords participants the opportunity to assess where their center is today in the area of customer service, best practices, and benchmarking. Participants will learn what is being measured today and why, compare their center’s metrics to others in the industry, and determine where they are headed, what goals need defining and setting, and most importantly, how to get where they want to go.
Plus: All participants benefit from the opportunity to receive a one time only Complimentary Peer Group Benchmarking Report –a $1500 value—comparing each individual center to their vertical market, compliments of BenchmarkPortal.com. This post workshop offer is valid for thirty days thereafter. Within approximately 21 days of receipt of the completed questionnaire, the Peer Group Report will be electronically sent along with instructions on how to interpret the data.
Look at this agenda!
Overview of Best Practices
- What are today’s customer expectations?
- What is world class customer service?
- What is world class management?
- Latest industry statistics
Overview of Benchmarking
-
What is benchmarking?
- Definition
- Reasons for
- Benefits
- Advantages
- Latest customer satisfaction statistics
-
Performance Metrics
- Inbound
- Industry
- Country
-
Monitoring
- Opportunity
- Reasons
- What are companies monitoring?
- Channel monitoring
Challenges Facing Today’s Centers
- Mixed Messages
- Challenges from participants
- Changes
-
Today’s Customers
- Likes and dislikes
- Satisfaction and dissatisfaction
- Today’s pressures
-
Distress resistant formula
- Optimal lifestyle
- Positive attitude
- Structured action
-
ABC’s of stress
- Attitude
- Behavior
- Consequences
- Positive vs negative
-
Multi-tasking
- Etiquette/Responses
- Statistics
- E-customer service research
Measuring Effectiveness and Efficiency
- Measures of effectiveness
- Measures of efficiency
- KPI – Key Performance Indicators
- TPI – Tonchev Performance Index
-
Performance metric reporting
- Peer group performance matrix
- Performance comparison report
- Peer group ranking report
- Financial gap analysis
- Gap vs optimal solution report
Implementing World Class Best Practices
- A.D.D.I.E. – Needs Assessment: Analyze, Design, Develop, Instruct, Implement, Evaluate
- H.O.P.E.R.A.T.E. Your Center: Humanize, Organize, Personalize, Empathize, Rationalize, Attitudinize, Tonalize, Exercise/Exorcise
- Top 10 employee motivators
- Deming theory
- Transaction vs relationship model
- Balance – people vs metrics
- Delighting the customer
- Training and ROI
- On-line vs live training
- Benefits
- Drawbacks
- Necessary core competencies
- University certification of agents and facilitators
- Ten most important two letter words
Wrap up
Seminar Schedule
| June 16-17, 2003 | Boston | Hynes Convention
Center ( ) |
Registration Fees
The per student registration fee for this seminar is $1,295, and includes the seminar, course materials, and refreshments.
Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive at 8:30 AM on the first day to register and meet fellow attendees.
* Maximize your learning experience. Register for an additional two days of training for four full days of training! Call Center Benchmarking, Best Practices and Beyond will be preceded by:
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Register for both classes and save $395!
To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $300. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to change.