CONTACT CENTER THAT YOUR CUSTOMERS LOVE

Tanggal
9-10 Desember 2009

Jam Pelaksanaan
09.00 am-05.00 pm

Tempat
Shangri-La Hotel
Jakarta

Pembicara / Fasilitator
Wardhani Soedjono
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, Dani 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, Dani 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 Dani 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-Indonesi a of VADS Berhad, Dani 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.
During this workshop, Dani will be accompanied byher learning center team

Harga
Rp 3.000.000/participant – Early Bird before 15 November 2009
Rp 3.300.000/participant – Payment Before  30 November 2009
Full Fare Rp 3.500.000/participant

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

Training Outline
I. Contact center, the heart of your service to customers
a. Contact center background
b. Contact center 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. Technology 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