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Middle East Call Centre Awards 2015
  


PUBLIC SEMINARS

Management
  • Interaction Customer Experience Management
  • Best Practice in Quality Monitoring and Performance Management

    Survey Design & Data Analysis Workshops
  • Survey Design Workshop

  • Data Analysis Workshop

  • Survey Design & Data Analysis Workshop


    Team Leaders & Supervisors
  • Vital People Management Skills For Team Leaders And Supervisors


    New Courses

    SIX SIGMA
  • Six Sigma Yellow Belt Training
  • Six Sigma Green Belt Training
  • Six Sigma Black Belt Training


    INSIGHTS PUBLIC SEMINARS

    Vital People Management Skills For Team Leaders And Supervisors
    - Dubai, UAE

    People Management Key Topics
  • Development of Team Goals & Relationships
  • Best Practise CSR Monitoring & Analysis
  • Coaching & Mentoring
    Techniques & Principles
  • Performance Appraisal &
    Development

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    Interaction Customer Experience Management
    - Dubai, UAE

    CEM This program covers all the competencies required to effectively model business strategies, analyse Voice of the Customer and implement customer experiences that improves business strategic, financial and operations results. Participants will also learn how to report CEM program results and ensure that all parts of the organisation understand the need to deliver effective customer experiences. The course includes details of methodologies for all customer contact touchpoints including face to face, call centre, social media and even self service experiences such as IVR and self service kiosks.-
    Key Learning Points
  • Foundations of Customer Experience Management
  • Strategic Business Structure
  • How customers experience
  • Analysing and driving behavioural results
  • Implementation

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    Best Practice in Quality Monitoring and Performance Management
    - Dubai, UAE

    Quality Monitoring and Performance Management Over the course of a two day masterclass with industry expert Martin Hill-Wilson you will be exploring the topics included below. Each are fully explored in terms of issues and next generation options. Delegates then complete a template worksheet that allows them to plan how to introduce the changes into their service organisation.

    Key Learning Points
  • Who Defines Quality?
  • For Which Outcomes?
  • From What Inputs?
  • What Drives Quality?
  • Who Get Involved?
  • Why Get Involved?
  • How Is Quality Improved?
  • What Is Success?

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    Survey Design & Data Analysis Workshop
    - Dubai, UAE

    Survery Design & Data Analysis Seminar in Dubai
    A 3 day program for someone responsible for conducting or overseeing a survey research program, whether the focus is customer satisfaction, employee satisfaction, training program evaluation, customer product needs, or another area where survey research is appropriate.
    Presented by Dr. Frederick Van Bennekom
    - Dubai, UAE

    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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    Middle East Call Centre Awards 2014 Commemorative Issue
    Click Here To Download Middle East Call Centre Awards 2014 Commemorative Issue


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