Optimizing Call Centres, Barcelona
In order to win at customer service, we need to differentiate by being exceptional!
The best call center event– is exceptional because a large number of practitioner speakers and senior-level call center professionals will offer real-world insight on what it takes to accomplish first-class call center position. We have a great speaker faculty who will share practical, measurable successes as well as lessons on what didn’t work
Participants and delegates will have the exclusive opportunity to learn about industry best practices from multiple experts in the field at one time and see sessions with the latest advancements in call centers at Optimizing Call centers Summit.
Optimizing Call Centre Summit will expose new call center optimization solutions that are now reachable and achievable to all organizations. You will learn penetrating strategies and techniques you can use to even beat customer expectations, move up performance value, and achieve your career goals. You will find out influential new ways to set and measure the right performance objectives, accurately estimate workload and schedules, improve quality of service, and win the support of top executives.
Our Call Centre Summit will examine best practices that should be deployed to maximize training effectiveness in customer satisfaction. Specifically we will cover the following topics:
· How to reinforce the importance of data quality to CRM and the customer experience
· Using customer feedback in developing customer services
· Learn from the practical case studies of contact centers that have implemented the right sales metrics
and right sales goals How Marketing can cooperate with Quality in Financial Institutions
· Learn about Role of the Contact Centre in a Multichannel environment
· A CRM Journey in banking and telecom industry
· Discover sales, retention, customer satisfaction trends
Some of the Distinguished Speakers include:
BT, Head of CRM Competence Centre
ABN AMRO, Head of direct channels commercial clients
Akbank, Senior Vice President, CRM
Alfa Bank, Deputy Chief Operations Officer
Citigroup, Director, Regional Customer Service Centre Head, Europe, Middle East and Africa
Denizbank, Turkey, Senior Vice President Contact Centre
Deutsche Telekom, Head of Competence Center Voice Services for DTAG Group
Nordea, Head of contact centers Finland
Portugal Telecom, Director Customer Operations Service Helpdesk
Raiffeisen Bank, Serbia, Head of Alternative Sales Channels Division
Telecom Italia, Workload Management Director, Customer Operations
Who should attend?
Members of Board, Vice President, Directors, Head and Senior Managers involved in:
Call, Contact Centres
Customer Service
