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Pre-Conference Workshops
Pre-Conference Workshops
8:30 - 12:00 AM WORKSHOP | |
| 8:30 | Registration, Morning Coffee and Networking |
| 9:00 | The Best Team – Making it Happen! THIS WORKSHOP HAS BEEN CANCELED. OUR APOLOGIES FOR THE INCONVENIENCE. |
1:30 - 5:00 PM WORKSHOP | |
| 1:30 | Using Existing Customer Data to Drive Quality to New Heights! Organizations have been focused on quality for many years. The contact center is the largest repository of customer feedback yet often the “voice of the customer” does not expand beyond it to other parts of the organization that at times impact why customers are calling. This workshop is designed for those of you who have a quality program in place today that is heavily focussed on score carding at the front line agent level without seeing the improvements you want. Through a series of exercises and examples of best practices this workshop will provide you with the “how” for the following:
Erika Van Noort, Director, Management Consulting Contact Centers and Best Practices, Design and Delivery Solutions, Enterprise Group, BELL CANADA Lillian Harris, Senior Consultant - Management Consulting Practices for Contact Centres, Enterprise Design and Delivery, BELL CANADA |
