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Post-Conference Workshops
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Post-Conference Workshops - June 6, 2013
Applying The Finishing Touches To Your New Customer Contact Plans
The MECC '13 event will have exposed you to a myriad of new techniques, technologies and tactics and enthused you with the many, practical measures you can implement to drive your own customer contact initiatives. MECC '13 workshops provide an additional “polishing” opportunity where you can gain additional guidance in several key areas, explore pertinent MECC '13 conference content in more depth and as it applies to you own situation, and finalize your own development plans going forward. But hurry, places are limited, and these highly interactive sessions are very popular.
Workshop Topics
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W1 - Managing A Small Call Center
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By Jay Minnucci, President, Service Agility, US
Managing any contact centre is a difficult task, but smaller centers – those with 60 agents or less – present a unique set of challenges. Leaders of smaller centers need to have an understanding of these issues along with a strong breadth of knowledge across all elements of contact centre management. This seminar is specifically designed for those managing smaller centers, and will provide participants with:
| Tools and process for determining staffing needs over the long term
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Knowledge of Erlang-C and options for using it without spending much money
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Reasons to actively schedule staff and an excel template to help you do this
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Quality monitoring principles and a copy of a monitoring form
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With the background and tools provided during this session, participants will have the information and templates required to bring performance to the next level.
WFM Models
Attendees will receive two Excel based WFM models. One is a staffing model that is used to calculate monthly staffing requirements and create a hiring plan. The second is a scheduling tool that incorporates Erlang-C to determine the number of agents required on the phone by interval for a full day. Attendees will need to download an add-in to Excel for the file to work correctly, and will be given free and low-cost options(under $100) on where they can find this on the internet. Those that are interested can download while on site to ensure the file works.
QM Program
Seminar participants will receive a copy (in Microsoft Word) of a call monitoring form, complete with rating descriptions for each category. They will also receive a list of best practices for calibration sessions. The form and descriptions are easy to customize for each attendee's use.
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W2 - Improving Your QA Process
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By Jackie Naughton, Founder and Managing Director, BYC, South Africa
Key Topics
| Why we do QA – ensuring effectiveness
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Ensuring you measure what your business needs
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Using information from evaluation of customer engagement, effectively | |
How to make QA progressive rather than ‘big brother’ on your operations floor
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Getting value from the QA activity across all business areas within your organisation
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This one day workshop will enlighten you to think differently about how Quality Assessments can truly add value and ensure a memorable interaction for all delegates attending.
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W3 - Planning for Social Media
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By Nidal Qanadilo, PM, Offshore Contact Centre Industry
Ministry of Information and Communications Technology, Jordan
W4 - Building the case for Speech Analytics
in your Organisation
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By John Casey, Operations Director, Professional Planning Forum, UK
This is a one-day introductory workshop into how an interaction analytics solution can deliver tangible business benefit from your customer interactions, regardless of channel. This management training workshop is ideal if:
| You are looking to implement or evaluate interaction analytics
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You are new to the topic and would like to find out how it can help your business.
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You are looking to create a business case to support the deployment of an interaction analytics solution.
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You are looking to expand your analysts role to include:
| Uncovering the issues impacting the business
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Performing a root-cause analysis to determine the best actions to take to resolve the issues
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Monitor the impact of the changes.
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This valuable interactive workshop will help you:
| Identify the best areas in which to apply interaction analytics solutions to your business issues
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Determine the steps you need to take in order to achieve this
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Understand how to effectively communicate the business benefits of implementing an interaction analytics solution to all necessary stakeholders, and gain their support
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Discover how to shape your current analysis programme by using our analytics framework
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Make an informed choice about the technology you need and how to source it
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Each delegate will also be given the opportunity to gain hands-on experience of an interaction analytics solution to help to identify the business processes, procedures and agent behavioural issues that stand in the way of you achieving your contact centres’ business goals. In addition to this, each delegate will receive their own customised workbook to help develop a full action plan so that you are fully equipped to influence change within your organisation.
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MECC'13
Technologies & Solutions Covering
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