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As the digital environment reshuffles the competitive landscape, changes the rules of commerce and forms new organizations and new industries, it is creating a revolution in customer relationships.  Organizations in virtually every economic sector must transition their sales and customer-service delivery systems to serve customers in the networked economy -- or they will run the risk of dissatisfying, disillusioning or, worst of all. driving them away.

This powerful two-day seminar will provide you with the tools and information you need to increase your call center's value in today's connected world.  High-level but practical ("strategy with teeth" is how one attendee put it), it offers a forum unparalleled in the industry for collaborating with other managers with strategic responsibilities.

Attend this seminar and you will

• Position your company for success in the networked economy
• Develop a comprehensive customer access strategy
• Align people, processes, and technologies with your vision
• Transition your call center into the e-enabled environment
• More tightly integrate all channels of customer contact
• Improve the call center's return on investment
• Increase your proficiency as a leader
• Establish development priorities and plans
• Make a solid case for the investments you need
• Maximize your call center's strategic value
• Develop a solid strategic planning process
• Study the customer contact practices of today's most successful organizations
• Acquire and share insight with other managers and directors
• Improve customer loyalty

Look at this agenda!

Create a Connected Vision

• Assess the call center's role in the networked economy
• Identify appropriate valuation alternatives
• Develop a plan to communicate the call center's vision and purpose

Shape the Supporting Strategy

• Review case studies of service leaders
• Develop an effective customer access strategy
• Identify and prioritize strategic initiatives

Build Skills, Knowledge and Leaders

• Develop a map of resident versus required competencies
• Implement a process for recognizing and cultivating management and leadership potential
• Instill an understanding of call center requirements and dynamics into the organization's culture
• Align performance standards for the connected environment
• Define and develop attractive career and skill path alternatives

Update Operational Plans and Processes

• Establish a connected planning and management process
• Build an organization-wide content provisioning system
• Create an effective reporting/communication system
• Align organizational structure with call center objectives
• Leverage quality improvement processes

Establish Enabling Technologies

• Identify where your organization, your customers, and call center technologies fit in the technology adoption life cycle
• Describe the implications of the technology conundrum
• Identify the components of the "complete call center technology solution" and their implications for business performance
• Build an appropriate business case for the solutions that best support your mission

Make the Required Investments

• Define the call center's return on investment
• Assess capital investment and operational budget requirements in today's environment
• Develop growth and scalability plans
• Implement and refine full-time equivalent (FTE) budgeting process
• Prepare return on investment analysis

Refine Quality and Innovation

• Assess evolving customer expectations and perceptions and correlate to reported call center performance
• Create a process for root-cause analysis and systematic quality improvement
• Identify and address the factors that contribute to call center culture; eliminate conflicting objectives

Special bonuses for on-line registration!

Register from this web site and receive a complimentary* call center book from the Resource Center. Choose from:  

Customer Service Over the Phone, 132 pages, 1998
Call Center Dictionary, 350 pages, 1999
Call Center Savvy, 208 pages, 1999
Maximizing Call Center Performance, 138 pages, 1998

* Normal shipping and handling fees apply

Registration Fees
The per student registration fee for this seminar is $2,495 US, and includes the seminar, course materials, and continental breakfast and lunch both days.

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

Mar 21-22

London, UK

Holiday Inn Forum ()

Class begins at 8:30 AM and ends at 5:30 PM.  Please arrive at 8:00 the first day to sign-in and meet fellow attendees.

Payment is due prior to the conference.  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 conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, 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.