marcus evans north america conferences

Operational Excellence in Contact Centers

Enriching Customer Experience through Continuous Improvement and Engaging Technology

6-7 Nov 2018
NBC Tower | Chicago, IL , United States of America

Why You Should Attend

Operational Excellence in Contact Centers

We in Contact Center Operations typically focus on the "front burner stuff":  Product Offering, Cost/Profit modeling, Hiring Market, Technology Acquisition, Facilities, Systems and fitting our organization into the rest of the company.   We often settle with the "basics" for Operational Processes hoping that in the future we can grow, change and mature at the same time.   This course series is focused on accelerating business maturity by determining best practices for the management of People, Processes, Quality, Systems/Data and Results specifically within your specific customer service/support operation.

Key Topics

  • Module 1: People - Hiring, training, retention, daily people management, staff review process, staff satisfaction, communicaiton effectiveness
  • Module 2: Processes and Quality - Customer journey, employee journey, capacity planning and forecasting, quality management, change management, Trainwreck management
  • Module 3: Systems/Data - Uptime management systems, employee system usability, customer system usalbility, data collection and quality, customer satisfaction, forcasting, WFM, scheduling
  • Module 4: Results - Service metrics, quality metrics, cost metrics, finacial performance, stakeholder outcome, celebrating
  • Previous Attendees Include

    Apple, Novell, Santander, Bomgar, Sprint, MassHealth, Rogers, Windham , Blue Cross Blue Shield, Carlson Travel, ACS, APAC, Epson, Accenture, Healthnow, Zomax, Trusource Labs, Nest (Google), Canary, Dropbox, Indeed, Eero, USAA, Hive, Circle, Microsoft, Joanna Fabrics, Compaq, HP, Sony, Lucas Arts

    Why Choose marcus evans?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.

    Practical Insights From

    Cheryl Coppens
    CH Consulting Group
    Cheryl Coppens possesses a wealth of knowledge through her contact center experience on both sides of the fence: Leading and running internal contact center centers and 3rd party contact centers (Outsourcer). Adding to those experiences she has served as a Trainer and Consultant to both types. Cheryl thrives on creatively developing solutions for clients/trainees focusing on areas of genuine need for change versus “nice to have” or the “current trend”. The training Cheryl delivers is interspersed with 25 years of real life experience, best practice approaches and simple tools to kick start participants wanting to implement change.

    Click Here For Full Agenda

    Voice of Our Customers
    • “Good job allowing the group to direct conversation yet keep on track – very good discussion, review both strategic & tactical approached.” – BCBS Michigan
    • “Very interactive, good use of examples by using fellow attendee challenges as case studies.” – Nova Scotia Power
    • “The participants really drive the value of the content.” – Merck
    • “I liked that I had to fill out the questions prior to the course – gave the trainer knowledge and brought great feedback & example on the training days.” – Country Financial
    Join the Discussion

    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Emily Jones

    marcusevans, The NBC Tower
    455 N. Cityfront Plaza Dr.
    Chicago, IL 60611

    312.540.3000 x6714
    Fax: 312.894.6304