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Call Centre Focus will be conducting a series of webinars this year on the following topics:
March 2012: How to integrate social media into your contact centre strategy
Like it or not, it has become impossible to ignore social media. For many of your customers it is already their primary channel of communication and what they say about you is a lasting statement that can be viewed by everyone. How you implement your social media strategy will be the cornerstone of customer service within your organisation for years to come. This session will provide top tips and a case study on turning social media into a powerful customer contact tool.
April 2012: How to get complaints management right
The highly-publicised wrist-slapping of utility companies for poor complaints management has thrown this area of contact centre life into the spotlight. So what can companies learn from npower and EDF? What are the minimum requirements? And what are the benefits if you get complaint handling right? A representative from Ofgem will offer insights into where these companies went wrong and how you can avoid making the same mistakes.
June 2012: Personalising the customer experience
The 2011 Top 50 Call Centres for Customer Service highlighted once again that businesses are struggling to engage customers on a personal level. How can call centres reverse this trend? What makes an interaction feel ‘personal’? Can technology really help with this? This informative webinar will feature expert commentary to help you develop a strategy for personalising the customer experience.
August 2012: The top ten technologies you need in your contact centre
It can be a confusing marketplace, with so many products available all promising improvements in efficiency and customer loyalty. This webinar will strip away the marketing nonsense and run down the top ten essentials for implementing a successful contact centre solution.
October 2012: Building a truly multi-channel contact centre
The fast-paced development of consumer technology has led to a growing demand for channels other than the telephone to satisfy demand for 24/7 on-the-go service. So what do you need to consider when coming up with a plan to meet these demands? Packed with valuable insights, this exclusive webinar will feature real life stories from call centres that demonstrate multi-channel excellence.
December 2012: Workforce management in a multi-media world
Following on from October’s webinar on developing a multi-channel centre, what does this mean for workforce management? How can you make sure you are staffed correctly? Should you multi-skill agents? Use homeworkers? In an already complex discipline, working in several more methods of contact can be a minefield. This Call Centre Focus online webinar will address these issues and more.
If you are interested in attending one of these webinars, please email Claudia. If you are interested in sponsoring one of these online events, please contact Kevin Pearce.
Call Centre Focus will be conducting a series of roundtable discussions over the coming year. Traditionally staged over a lunch at a top London location, the gathering comprises a group of around 12 contact centre professionals, who debate a key topic affecting the industry. See below for a list of the topics outlined for 2012:
February 2012: Is first call resolution a red herring?
FCR has been a de facto measure for contact centres for many years – but how useful is it really? Does it really matter to customers? Is obsessing over one-and-done distracting managers from more meaningful measures? What are the measures that matter? How should FCR be measured? Does there need to be one set of criteria that is used across industries?
March 2012: The changing landscape of contact centre outsourcing
Outsourcing has traditionally been seen as a way to cut costs. However, many outsourcers now market themselves as centres of excellence offering call centre expertise and value-add services. But, in reality, is this really what secures outsourcing contracts? Or does it ultimately come down to the cost-to-serve? What do companies really look for in an outsourcing provider?
May 2012: Is the call centre industry heading for a recruitment crisis?
Delivering excellent customer service these days involves much more than just making sure there is a warm body at the end of the phone to take calls. Just how hard is it to identify and recruit call centre talent? Are potential recruits more demanding/challenging than in the past? How can contact centres access new talent pools? What kind of person makes for the perfect call centre worker?
July 2012: Does outbound customer contact have a future?
In a world where consumers are inundated with marketing messages, many are opting out of receiving outbound messages from companies. What does this mean for outbound customer service? Is telemarketing dead? Or have the rules simply changed? What can be done to combat rogue operators that persist in making silent calls or unwanted cold calls?
September 2012: Training, coaching and incentives – where now?
Training, coaching and incentives have had pretty much the same format since call centres began, but are there more effective ways to achieve the desired outcomes? U.S. researchers have stated that online training is more effective than face-to-face classroom lessons, so what does that mean for training in the contact centre? And with the ongoing debate around which are the best performance measures – how should you incentivise staff?
November 2012: How can call centres personalise the customer experience?
The results of the benchmarking study of the Top 50 Call Centres for Customer Service revealed once again that contact centres are struggling to connect with customers on a personal level. With public perception of call centres still depressingly low, what can be done to combat this? What are the best consumer brands doing to make doing business with them a fun and friendly experience?