Driving operational excellence and profitability in your contact centre
This Knowledge Resources call centre conference is designed to give you ideas to build and sustain excellence in customer service deliver and profitability in your call centre. It will help you figure out your next move for sustained market success anchored by customer experiences that will truly delight and contribute to your organisation's bottom line results.
Some key topics include: -Achieving excellence in customer service delivery -Strategic steps to achieve excellence and profitabilty in your call centre -Attracting and retaining the best talent as a business imperative -Creating customer engagement with social media -Increasing sales in your contact centre -Measuring customer satisfaction in your contact centre and driving quality -How to quickly rectify an under-performing call centre
Key speakers include: Louise Pharo, Head: Commercial Contact Centres, Santam Lerato Pooe, Senior Contact Centre Manager, Multichoice Iemraan Kara, Head of Sales Contact Centres, Standard Bank Zakiyaah Imam, National Call entre Manager, AVI Limited Clive Jainarain, Head of Contact Centre and Processing Hubs, Mutual and Federal Luqman Ismail, Learning and Development Specialist, Bayport Financial Services Tanya Phillips, Vice President: Quality and Customer Experience, Aegis Outsourcing SA Brendan van Staaden, Commercial Director, Inter-Active Technologies Jed Hewsen, Director, 1Stream
Date: 19 February 2013 to 21 February 2013 Time: 08:00 - 16:00 Venue: Radisson Blu Gautrain Hotel, Sandton, Johannesburg Cost: R7 500 (VAT Incl)