CONTACT CENTER THAT YOUR CUSTOMERS LOVE
Tanggal
11-12 November 2009
Jam Pelaksanaan
09.00 am-05.00 pm
Tempat
Shangri-La Hotel, Jakarta
Pembicara / Fasilitator
Wardhani Soedjono & Team
Being a practitioner in service leadership, Wardhani Soedjono possesses an in-depth experience for 30 years in various multinational companies.
During her time in IBM, Wardhani developed her individual leadership competency in various functions such as procurement, market-driven quality, contract management and lastly direct marketing. The experience has obviously reflected significance in relationship and collaboration with people within and outside the organization, such as the staff, peers, suppliers and customers.
In XL, Wardhani had the opportunity to lead different functions and managed carrying different missions such as human capital, corporate sales, channels and distribution and customer service. Successfully she had brought XL front-liners from a non-standardized into a well standardized contact centers using the worldly known COPC standards. Her last position in XL was Vice President, Service Delivery and Contact Management.
To lead effectively Wardhani equipped herself with various certification and endorsement, such as IBM’s Malcolm Baldrige Assessor, IBM Benchmarking Coordinator and lastly Registered Coordinator of COPC.
Presently, while holding the position of Chief Representative Officer and Director of Consulting-Indonesia of VADS Berhad, Wardhani also serves as a Service Leadership Consultant and providing services as a public speaker, coach and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Tele-Marketing, Malcolm Baldrige Quality Program, Contact Center Management, and Competency Based Human Resource Management.
Harga
Early Bird before 20 October 2009 Rp 3.000.000/participant
Payment Before 1 November 2009 Rp 3.300.000/participant
Full Fare Rp 3.500.000/participant
Materi
1. The knowledge of managing your customers satisfaction
2. Optimization of your operation cost
3. Improving the workforce productivity through performance tracking
4. Identified necessary technology and infrastructure for contact center
5. Ability to identify key performance measurements in Contact Centre
What You will Cover
I. Contact Center, the heart of your service to Customers
a. Contact Centre background
b. Contact Centre benefits
II. Managing Operations in Contact Center
a. Managing Your Contact Center Representatives
b. Real time floor management
c. Providing necessary knowledge and skills
d. Quality assurance
III. Supporting the Contact Center
a. Work Force Management
b. Operational data analysis
c. IT and Infrastructure enabler
d. Conducive Work place
IV. Building your Service Standard
a. Greeting
b. Probing
c. Delivering accurate solution
d. Closing
V. IT and Infrastructure
a. CTI
b. CRM
c. Workforce Management application
d. Observation Tool
e. Knowledge management application
VI. Measuring your Performance
a. Customer satisfaction
b. Service Level
c. Cost effectiveness
d. Defect elimination
Wajib diikuti oleh
VP/ GM Contact Centre
Contact Centre Manager
