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Interactive Workshop: Monday, 29 August 2016

DISMANTLING FRUSTRATION AND ENGINEERING HAPPINESS

08:00 AM Registration, networking, and refreshments

08:30 AM THEME #1: WHY YOUR CONTACT CENTRE IS DOING MORE HARM THAN GOOD

  • Understanding the primary role of customer service is not to drive customer loyalty; it’s to reduce customer disloyalty so that you can improve customer satisfaction
  • Identifying what behaviors fire up disloyalty the most so you can train your team to avoid such situations
  • Discussing best-practice methods on how to extinguish (or minimise) customer disloyalty triggers so customers are retained and happy

10:00 AM Break

10:15 AM THEME #2: MIND THE PERCEPTION GAP IN YOUR ORGANISATION

  • At any call centre, there exists a 30% perception gap
    • A manager rates him or herself as an excellent coach (ratings typically range from a 7 to 10 out of 10).
    • Based on research, however, the team generally rates the manager as a 4 or 5 out of ten
  • Uncovering ways to measure the perception gap so you can improve team communications and collaboration
  • Making evident what the best companies are doing to minimise this perception gap so you can boost team morale and camaraderie

11:45 AM Break

12:00 PM THEME #3: MODELING THE ECONOMY OF YOUR CONTACT CENTRE ENABLING YOU TO MAKE SMARTER DECISIONS

  • Modeling the economy of your contact centre after profitable operations to allow you to make smarter business decisions, retain profits, and cut avoidable costs
  • Outlining presentation strategies and coherent business cases that not only make sense, but are also persuasive to executive-level decision makers

1:30 PM Networking lunch


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Hilario Fiandeiro

Founder & Principal Consultant
ContactCentreSmart – South Africa