Joanne Gale - Archived Presentation
Marie-Josée Thompson - Archived Presentation
Erika Van Noort - Archived Presentation

You are invited to our Contact Centre Solutions seminar sponsored by Bell in partnership with the Ottawa Regional Contact Centre Association.

• Come hear from the experts who will share their practical experience
• Take advantage of a series of presentations on hot topics that affect your contact centre business

The National Do Not Call list
Within months, Canadian businesses are going to have their worlds turned upside down as the National Do Not Call list becomes a reality. Established by the Canadian Radio-Television Telecommunications Commission (CRTC), this list allows consumers who no longer want to receive unsolicited promotional, fund raising and or sales calls to add their numbers to a centralized database. Compliance will have huge implications for many Canadian companies. Learn the specifics of the new legislation, how it will affect your operations and how to prepare.

Improving customer interactions: Spotlight on enhancing agent efficiency
Contact centres are at the heart of enterprise customer interactions. Agents need to ensure customer satisfaction and loyalty, while reducing average handle time and increasing sales. The evolution of technologies, the expansion of access points (voice, email, chat, web collaboration, etc.), and increased customer expectations have all made the role of the agent very complex. See how the desktop solution for contact centers from Bell provides the tools that can empower agents to enhance their productivity, ease their workload, and deliver first contact resolution by providing a unified view of all applications. 

Improving customer interactions: Spotlight on mining your customer conversations in search of hidden insights
Several specialists affirm that businesses that acquire in-depth customer knowledge will be the ones that succeed. “Customer Intelligence” will help deliver better customer service, develop better products and services and enhance marketing campaigns and sales initiatives. Did you know that 70% of customer interactions are the telephone conversations that customers have with their suppliers of products and services? Come and discover how to get the most out of your customer interactions to improve customer experience and business performance.

Program:

8 :00a.m.            Registration and breakfast

8 :30a.m.                Opening Remarks

8 :45 – 11 :30         Presentations