Track: TMC University: Next-Generation Call Center Management Certification (NCC)
Contact Center Benchmarking Study Results (NCC-01)
Thursday - 09/18/08, 8:15-9:00am
With a balanced global and industry representation from 403 contact centers located across 42 countries and 5 continents, the information gained by this independent research is industry-renowned and has a proud history of comprehensively investigating performance levels achieved and operational realities experienced by contact centers. This presentation details key results from the latest report, providing attendees with information and analysis of operational daily productivity benchmarks that helps them articulate the true value of contact centers. This information encompasses the entire sphere of today’s contact center operations and performance – from strategy, customer management and financial management to processes, procedures, human resources, and training. In addition, it details key finds relating to the technology environment and overall performance management. Truly a can’t miss session.
Presented by:
Grant Sainsbury National Practice Director – Customer Interactive Solutions Dimension Data Americas
Improving Customer Experience One Transaction at a Time (NCC-02)
Thursday - 09/18/08, 9:15-10:00am
In order to optimize customer experience, companies need to address consumers demand to have an efficient and valuable interaction with their service provider when they want, where they want and in the way they want. As customer interactions are complex and unpredictable, the outcome can only be optimized by continuously adapting and responding in real time. To achieve this, the capabilities of all customer systems must be focused on the moment of interaction. This session will explore strategies for success, and explore how to achieve an efficient and optimum result during every customer interaction.
Many call center managers agree that first call resolution (FCR) is one of the best metrics that can give a clear measurement of agent effectiveness and customer satisfaction level. However, most companies cannot properly define FCR, forcing call centers to use inaccurate and ineffective reporting methods. Attendees will hear about best practices to improve call centers’ FCR and reduce incoming call volume. This session will explore the subjective processes that organizations should eliminate, and help attendees learn efficient new ways to deliver meaningful analytics that define the performance of each agent, team and supervisor as well as the overall call center.
Presented by:
Rob McDougall President Upstream Works
Liz Amaral Director of Contact Center Product Marketing Enkata
Leveraging Speech Analytics for Customer Satisfaction (NCC-04)
Thursday - 09/18/08, 1:00-1:45pm
When companies calculate the acquisition costs and lifetime value of a customer, it quickly becomes clear that efforts to reduce churn and increase overall retention are key for maintaining consistent revenue from customers. Speech analytics has become an important tool in uncovering valuable business intelligence from customer service and support calls and identifying recurring customer issues before they become significant problems and potential causes of revenue loss. In this presentation, attendees will understand the quantifiable value of speech analytics and how it can be leveraged to enhance customer satisfaction by learning about what features and functionality companies should be looking for in a speech analytics solution to be able to positively impact customer service and achieve the necessary return; how speech analytics solutions can tie into other enterprise systems to provide a holistic, actionable view of each customer; and more.
Presented by:
Michelle Craft
CallMiner, Inc.
David Waite Director Altman Vilandrie & Company (AV&Co.)
One of the thorniest challenges a contact center faces is ensuring desktop applications are helping, not hindering workforce efficiency and productivity. As desktop applications proliferate, end users struggle to jump from one to another. Increasingly, their jobs are bogged down with lots of copy and paste as they manually move data between various Web and office applications. What contact center agents really need is an “agile desktop” that lets them quickly and effortlessly move among their business processes. In this session attendees will learn how novel workforce optimization techniques can help to deliver previously unknown levels of agility to desktop processes and help contact center increase workforce efficiency in the process.
