2009 Contact Centre Rendezvous Event
June 16, 2009
Ottawa
The 2009 Contact Centre Rendezvous Event was held on Tuesday June 16th at the Hampton Inn Conference Centre. This half-day event was sponsored by Bell in partnership with ORCCA. The event featured five speakers from Bell and demonstrated how Bell’s solutions are the foundation for creating a knowledge-based workforce that enables competitive success. It also demonstrated how contact centres can contribute to the achievement of their organizations' business goals. Thank you for all who attended. The presentations have been posted.
TOPICS and SPEAKERS
Predicting the unpredictable: Customer experience trends in today’s challenging environment
Erika Van Noort, Director - Management Consulting, Bell
This session provides insight into what’s keeping Canadian contact centre leaders awake at night and where they plan to focus their energy and spending power in the coming months. In this session, you will get a glimpse into what predictions they are making and how they are treading cautiously while recognizing that decisions must still be made to move their businesses forward. Hearing how other contact centre leaders are dealing with these unprecedented times will provide you with a framework to guide your own decisions.
Archived Presentation
How workforce management can help you deliver exceptional customer service
Lauri McCormack, Management Consulting, Bell
Delivering customer excellence in today’s challenging economy is what every organization strives for. Find out the key success factors in achieving this by using strategic workforce management techniques that can increase customer satisfaction, improve employee morale and streamline business processes.
The virtual queuing experience
Tony Lall, Contact Centre Specialist, Bell
Your business connects with thousands of clients daily, but sometimes high call volumes force callers to wait for extended periods of time. This frustrates your callers and increases your costs. Learn about new technologies that not only help you reduce costs, but can also wow your callers.
Improving customer satisfaction and retention with analytics
Erika Van Noort, Director - Management Consulting, Bell
Customers always have a choice about which companies they do business with. This means that now, more than ever, the focus of most organizations is on customer satisfaction and retention. Your approach to service and how well you respond to customer concerns is your true differentiator. Speech analytics allows contact centres to drive the voice of the customer to other areas of the business – creating a whole new dialogue on improving the customer experience. This session will provide you with insights into how other organizations, including Bell, use speech analytics not only to improve call quality but also to understand the real drivers of customer calls.
Demystifying Unified Communications in a contact centre environment
Michael Wright, Infrastructure Solutions Specialist, Bell
There is a lot of discussion in the marketplace about Unified Communications (UC). This session will demystify what UC in the contact centre is all about. You will learn how unified communications capitalizes on your communication options through the use of instant messaging, email and expert assistance, how it impacts your call volumes and staffing levels, and how to measure its success.
Archived Presentation