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Middle East Call Centre Awards 2014
  


PUBLIC SEMINARS
Management
  • World Class Contact Centres Masterclass
    September 21-23, 2014
  • Planning For Social Customer Service Excellence Masterclass
    October 29-30, 2014

    Team Leaders & Supervisors
  • Vital People Management Skills For Team Leaders And Supervisors
    October 19-20, 2014

    CERTIFICATION

    CIAC Certification
  • Leadership & Business Management
    October 21-23, 2014



    Middle East Call Centre Awards 2013 Commemorative Issue
    Click Here To Download Middle East Call Centre Awards 2013 Commemorative Issue
    INSIGHTS PUBLIC SEMINARS

    WORLD CLASS CONTACT CENTRES MASTERCLASS
    September 21-23, 2014 - Dubai, UAE

    World Class Contact Centres Key Topics
  • Introduction to CRM & The Customer Experience
  • The role of the Contact Centre
  • Contact Centre Concepts
  • Operational Dynamics of a modern Contact Centre
  • Performance Measurement & Management
  • Business Processes
  • Contact Centre Technologies and Best Practice Guidelines
  • Quality Management and Quality Assurance
  • Auditing, Assessing and Benchmarking
  • Capacity Planning
  • Outbound & Telemarketing
    More>>

    Planning For
    Social Customer Service Excellence
    Masterclass

    The aim of the two day workshop is to generate a personalised analysis of 15 core competencies from which you can complete your social customer service strategy and roadmap

    October 29-30, 2014

    Planning For Social Customer Service Excellence Masterclass

    15 competencies provide the framework for your strategy and roadmap

    1Aligning with other customer strategies
    2Investing in the right leadership style
    3Mastering social media monitoring
    4Integrating social and existing infrastructures
    5Recruiting, training & managing social teams
    6Maintaining operational alignment
    7Analysing the right channel mix
    8Mapping social customer journeys
    9Using knowledge effectively
    10Gathering & using social customer data
    11Dealing with traffic bursts and social crises
    12Developing the right mix of metrics
    13Charting a course to having the best SLAs
    14Adapting ‘Voice of the Customer’ for social
    15Becoming fanatical about service failures

    More>>


    CALL CENTRE MANAGEMENT CERTIFICATION

    CIAC Certification

    Leadership & Business Management Course Begins
    October 21-23, 2014


    The prestige of professional certification is now available for individuals in call centre management. Whether you're a senior executive responsible for setting the strategic direction for customer care across all channels of an organizations, there is a CIAC Certification designation designed specifically to prove your ability to achieve business results.....

    More>>


    INHOUSE TRAINING COURSES

    Competency Based Call Centre Training For
    Agents, Team Leaders, Supervisors & Managers

  • Comprehensive, complete, career-spanning range of courses
  • Interactive, engaging sessions inspire job excellence
  • Team-building & workload sharing attributes emphasized
  • Multimedia content includes simulations & action recordings
  • Full course assessment and feedback to Approving Managers
  • Successful Call Centre practitioners as instructors

    More>>


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