CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019
Friday, July 3rd, 2020
· Increasing transparency and accountability for agent performance standards and workflow processes
· Realising the benefits and impact of employee engagement on customer loyalty and brand perception
· What are some key business considerations and how to evaluate best fit when outsourcing core competencies?
- Redefining contact centre KPIs for customer success
- Striking a balance between agent productivity and efficiency while meeting service standards and goals
- Implementing a quality monitoring program that propels continual improvement and performance excellence