Daftar SegeraJadwal Training Lengkap 2018
Jadwal Training Pelatihan :

PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER FOR YOUR CUSTOMERS

PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER FOR YOUR CUSTOMERS

Tanggal
22-23 November 2011

Pukul
09.00 – 16.00 WIB

Tempat
Estubizi Business Center, Setiabudi Building 2 Lantai 1
Jl.HR.Rasuna Said ,Kuningan
Jakarta Selatan

PROGRAM OUTLINE:
Your take away:

  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 Center

What You will Cover
I. Contact Center, the heart of your service to Customers
* Contact Centre background
* Contact Centre benefits

II. Managing Operations in Contact Center
* Managing Your Contact Center Representatives
* Real time floor management
* Providing necessary knowledge and skills
* Quality assurance

III. Supporting the Contact Center
1. Work Force Management
2. Operational data analysis
3. IT and Infrastructure enabler
4. Conducive Work place

IV. Building your Service Standard
* Greeting
* Probing
* Delivering accurate solution
* Closing

V. IT and Infrastructure
* CTI
* CRM
* Workforce Management application
* Observation Tool
* Knowledge management application

VI. Measuring your Performance
* Customer satisfaction
* Service Level
* Cost effectiveness
* Defect elimination

Siapa yang harus hadir :
Manager and Staff

Metode training:
Pembahasan konsep, diskusi, quiz.

INSTRUKTUR:
ERAWAN SUPRIATNA, S. Kom
Senior Praktisi

INVESTASI :
Rp. 3.500.000,- / peserta.
Peserta Non-Residential. Sudah termasuk Meeting Package, Training Kits, Modul Pelatihan dan Sertifikat.

Registrasi Tidak Mengikat
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