| Communicating Your Call Center's Value Across
the Organization
½-day training seminar. |
 |
Overview
How your organization perceives the call center and the contributions it makes affects budgeting, employee recognition and morale, process improvements and, ultimately, your success in serving customers while creating real value for the organization. It's a cycle that can work for or against you. In this seminar, respected author and consultant Brad Cleveland will share his insights into how to communicate your center’s value contribution - and win your call center the recognition and support it deserves.
You will discover:
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The 7 types of value call centers create
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Who in the organization needs to understand the call center's value contribution
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Principles behind effective reporting and communication at the executive level
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How to leverage support into resources and action
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This practical session will help you get the recognition you and your call center deserve and need.
Agenda
Introduction
- Specify the audience
- Define benefits
Develop the Message
- Operational dynamics
-
Strategic value
- Major driver of customer satisfaction/loyalty
- Improved quality and innovation
- Highly leveraged marketing
- Focused products and services
- Efficient delivery of services
- Cultivates self-service usage and system design
- Creates revenue/sales
- Function-specific information
Implement an Approach
- Critical success factors
- Example communication methods
- Guidelines for executive reports
Special bonuses for on-line registration!
Register from this web site and receive a complimentary book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
The Help Desk Contribution to Corporate Benchmarking
Using Service Goals and Metrics to Improve Help Desk Performance
Call
Center Savvy
Maximizing Call Center Performance
How
to Measure Customer Satisfaction
Creating Business
Plans for
Dummies
Marketing trhe Help Desk to Senior Managers and
Customers
Get the Point: How to Write Policies, Procedures,
and Tasks for Help Desks and Customer Support Centers
* Normal shipping and handling fees apply
Seminar Schedule, Start Times and Dress Code
| No classes scheduled at this time |
Class begins at 9:00 a.m. and ends at 12:00 p.m. Dress is business casual. You should arrive at 8:30 a.m.to sign-in and meet fellow attendees.
* This class immediately follows:
-
- Effective Call Center Coaching
- Effective Call Center Coaching
Registration Fees and What's Included
The per student registration fee for this seminar is $695 and includes the seminar and course materials. Continental breakfast is provided. Seminar materials include:
- A comprehensive course manual
- Glossary of call center terms
- A complimentary issue of Call Center Management Review
- Article reprints and white papers
- A trip report, action plan and handsome certificate of completion
Register for both Effective Call Center Coaching and Communicating the Value of the Call Center Across the Organization and save 15% on both!
To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $200. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $200, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)
Email the Librarian
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