Workshops and roundtables
The Top 50 organises many regular events both online and in ‘real-life’ to network, discuss the issues of the day and share ideas. Sign up to the newsletter to be informed of the topics and dates of these valuable sessions.
Please see below for the list of workshops and roundtables the Top 50 have held:
Interactive webchat workshops
14th March 2012
9:30 – 13:30 (Beginners) & 12:30 – 16:30 (Experienced)
(Working lunch included from 12:30 to 13:30)
UBM Offices, Ludgate House, 245 Blackfriars Road, London, SE1 9UY
Room 15
For more information about this webinar please contact: mireille.patoine@ubm.com
1) Getting started with webchat – 9:30 – 13:30, with networking lunch from 12:30 – 13:30
Geared towards newcomers to webchat, this session gives an overview of what webchat is, how it works, why it can benefit your business, how it can be integrated with your other customer contact channels, and how it can be implemented and managed. Interactive exercises help you understand the “Deadly Sins of Webchat” and the special skills required of a webchat agent.
2) Getting the most out of webchat – 12:30 – 16:30, with networking lunch from 12:30 – 13:30
This session for more experienced webchat users, highlights current best practice and challenges in using webchat. It features discussions around how different customers view and use webchat, how to measure webchat performance, and specific skills to develop in webchat agents. An interactive group exercise helps attendees identify what really matters to webchat users, and avoiding the “tiny noticeable things that damage rapport instantly.”
Both sessions are hosted by webchat expert, Sylva Joliffe from Cape Consulting. Sylva has been part of the team at Cape Consulting for more than 7 years and has 20 years of experience in Call Centres. She has a unique mix of skills – as well as being a highly specialised Training and Development Consultant; she is also a Neuro-Linguistic Programming Practitioner, a Transactional Analyst and a Performance Coach.
Her mix of skills gives Sylva a unique approach to helping clients to improve their Call Centres’ performance. Sylva combines a holistic approach with the latest research in social psychology and behavioural science to help agents find the short cuts to influence customers quickly and effectively - the small but noticeable differences that deliver fast results in both sales and service.
20th June
11:30– 15:30
Knowledge-sharing roundtable on multichannel integration, featuring presentations from The RBS Group and Aviva
UBM Offices, Ludgate House, 245 Blackfriars Road, London, SE1 9UY
9th Floor
For more information and to register please contact: mireille.patoine@ubm.com
From social media, live chat and video chat to self-service, emails, and calls, customers can now use a variety of channels to contact businesses. With all of these options, how do you effectively follow your customers from one channel to another? How do you create an integrated channel experience? This roundtable is all about sharing knowledge, best practice, practical advice and experience around multichannel integration, featuring case study presentations by Top 50 Members Tim Oakes, at The RBS Group and Tom Baggaley at Aviva, who will discuss what they’ve done to integrate a growing number of customer service channels. Technology specialists Siemens Enterprise Communications will also be on hand to answer questions about current trends, platforms, systems and technologies that might help make your multichannel life easier.
