4-Day Operational Development & Optimisation Seminar
(Over 4,500 delegates
in 8 countries have already attended this seminar)
Feb 11-14, 2019
Course Outline - Day 1 & 2
An introduction to CRM and the Customer Experience
Trends. Measurement techniques
The Role of Call Centres & Contact Centres
The contact centre is the organisation's laboratory
for the study of the Customer Experience
Contact Centres: State of the Industry
What drives Contact Centre Costs?
What drives Operational Efficiency?
Basic Contact Centre Concepts
Ten steps to an Effective, Efficient Contact Centre
Primary dimensions of the modern contact centre
Contact Centre Development Model
The Critical Development or Redevelopment Phase
The integrated contact centre. People, Processes,
Technologies, Data and Knowledge
Call Centres vs Contact Centres. The differences
Contact Centres: Benefits to Customers.
Benefits to the organisation
Critical Success Factors
World Class Contact Centres: Definitions Practical Exercise: Review this module and write up the features, benefits and advantages of your contact centre (a) to customers and (b) to the company or organisation
The Operational Dynamics of the modern Contact Centre
Agent/Staff selection and recruitment processes
Training and Learning Essentials
Performance Measurement & Management
Basic Operational Terminology
Typical Performance Measures
KPIs. What are they. How to define needs
The Impact of Staffing on Service Level
Meeting Service Levels Practical Exercise: Review previous content and complete a short team assignment
Why Business Processes are vital for effective
contact centre operations
Introduction to the BPMN methodology.
Tuition and Practical Exercise: How to design contact centre business processes. Group and Individual activity.
Contact Centre Technologies Part 1
An introduction to the key technologies used in the modern
The ACD - Main features
The MultiMedia environment
An introduction to VoIP and SIPP
Interactive Voice Response (IVR) Main uses
IVR - examples. The good, the bad and the ugly
IVR Best Practice Guidelines
IVR Used to measure Customer Satisfaction
Practical Exercise: Review previous content and complete a short team assignment
Sources of more information and recommended reading
DAY 3 - Building A Flexible IVR System
To be effective and efficient, the contemporary customer contact centre or customer interaction centre needs to incorporate a well-designed and deployed Interactive Voice Response system or IVR. Whilst this technology is fundamental to the operations, poorly deployed IVR is unquestionably the source of massive frustration and contempt from customers in virtually all geographies. ( In fact, a widely recognised study found that up to 63% of customers stop using a company's products or services after a bad experience with an IVR system. )
But what constitutes a 'Good' IVR system?
In this workshop, globally recognised customer contact centre analyst and strategic adviser Rod Jones presents strategies, business models, best practice guidelines and case studies to show precisely how a good IVR design should work. He draws on international research and examples to clearly illustrate the significant benefits of IVR to both customers and organisations alike.
The fundamental principles of 'Good IVR'
'Live' examples of good and bad IVR systems
The principles of IVR design to achieve effective routing
IVR to support Self-Service and deflect 'live' calls
Practical Skills: IVR design workshop
DAY 4 - Call Centre 2021 - Planning The Digital Migration
WHAT YOU WILL LEARN ABOUT
In this jam-packed, highly interactive seminar you will gain a thorough knowledge and understanding of the very latest global trends and recognised 'best practices' in terms of digital migration strategies, organisational structure, management techniques and the technologies.
The major global trends
How these global trends will impact your call centre
What organisational structure changes should be considered
Customer Demands and Expectations
Demand for Self Service
How will multi-channel and omni-channel customer demands impact your call centre or contact centre
Digitization. What is it and how will it help your customers and your organisation
What new technologies are available and how can they be best utilised
How will social and economic realities impact the workforce
'The Cloud' and how this will impact the industry
Managing Executive expectations of the contact centre
How to develop viable strategies and action plans to address these changes
"This is a 'must do' training for all organizations hoping to set up call centres."
Richard Daniel - Uganda Revenue Authority.
"I really loved the course! A lot of things are starting to make sense and I cant wait to implement some of the stuff that I have learned from you."
Liza de Koning -Medikredit
"I found the Rod Jones 'World Class Contact Centres' seminar to be extremely useful. The seminar helped me to graduate our perspective from just creating a good customer experience into managing each interaction professionally to cement relationships with our customers. Rod's seminar is well researched and it focuses on current contact centre and CRM challenges whilst offering practical solutions, real skills and actionable insights. Rod Jones has immense wealth of knowledge in the evolution of customer service and this gives him the right vision of forecasting future trends."
Pauline Warui: Executive Head of Customer Care. Safaricom, Kenya
"Excellent! This seminar should be attended by every call centre professional in the country."
Rocky Chirkoot-Skye Group
"I have been in a call centre environment for approximately 4 years, and the insight I received with regards to the industry in this 2 day seminar was exceptional and far more beneficial to me. A definite great result."
Raziya Moosa-Nedbank NCC Contact Centre
"A meeting, the primary purpose of which is the exchange of ideas"
The seminars have been developed by Rod Jones over a six year period and is based on over 35 years of international call centre and customer service experience
The seminars are delivered in an interactive, knowledge -sharing, 'Seminar and Lecture Style'
The seminars involve considerable interaction between delegates together with the sharing of non-confidential experiences and knowledge
Throughout the seminars delegates are provided with hints, tips, checklists, quick wins, actionable insights and additional reading and reference materials
The seminars have been specifically developed to also provide knowledge and information to executives and managers in developing regions
The seminars encourage on-going learning and selfdevelopment of core skills
ABOUT THIS SEMINAR
The format of this seminar is a high-energy, interactive session that involves delegates and their specific operational issues and challenges. The sharing of non-competitive ideas, techniques and knowledge amongst delegates is encouraged in this energetic, facilitated environment.
Note : 3 Registration For Any Single Programme
Earns 10% Discount
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