Investing in a next generation technology framework is an important milestone towards service and performance excellence, but to achieve sustained progress, this must be translated into improvements in daily operational practice. This forum explores where the key opportunities lie for call centre optimisation.
To aid the debate, Datapoint has invited Cap Gemini to present key findings from their 2008 research programme on performance management.
- Topics up for discussions and debate:
Understanding the generic benefits of next generation technologies
Factoring in the ‘extra’ work needed to optimise this investment
Turning routing into an efficient and effective process of 1st time resolution
Reducing average call duration through desktop optimisation
Reducing call volumes through speech analytics and root cause analysis
Reducing/optimising headcount through self and assisted service
Key findings from 2008 research (presented by CapGemini)
Case histories of efficiency and effectiveness gains through process optimisation
This forum is ideally suited to managers and directors concerned with development of customer service and staff performance.
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