This document provides information about an upcoming conference on measuring, managing, and improving customer service. The conference will be held in Perth, Australia on August 25-26, 2016 and will explore best practices and strategies for tackling performance challenges and improving customer satisfaction. It will include presentations from leading customer service professionals in Western Australia on topics like embracing shifting customer trends, driving a customer-centric culture, and leveraging data analytics. Attendees will learn how to apply innovative customer service strategies to meet organizational goals. The pre-conference workshop on August 25 will focus on improving contact center efficiency and customer experience.
Service culture, a strong lever of differentiationClaire BONNIOL
Presentation for Employee Engagement Summit, 14th of April 2016
At Academie du Service, with our 12 years of experience in consultancy and training for more than 250 companies in all industries and 20 countries, we argue that Service Culture is a unique concept that makes the link between employee engagement and customer engagement.
We believe in 5 key points in order to deliver a fabulous service culture. A company will be service oriented if and only if:
1. Focus is on the human being not only the product
2. 100% of satisfied customers is more important than zero mistakes
3. Service relationships are based on making customer and employee feel valued
4. The same attention is paid to customers and employees
5. Autonomy and initiative are emphasized by giving more empowerment
This document is a program for the "Call to Excellence 2016" contact centre conference being held in Melbourne, Australia on May 19-20, 2016. Over the two days, the conference will feature presentations, case studies, and panels from industry experts on topics related to improving customer experience, agent performance and productivity, implementing new technologies like cloud and analytics, and reducing costs in contact centres. There will also be workshops on digital disruption and personalization using real-time insights. The goal is to help contact centres not just focus on cost effectiveness but generate revenue through optimal customer experience and workforce performance.
This document provides information about the Contact Center Executive Exchange conference happening from March 19-21, 2017 in Dallas, TX. The conference will focus on the key challenges and opportunities for contact center leaders to deliver frictionless, effortless customer care in today's business environment of escalating customer expectations across multiple interaction channels. Through sessions and discussions, the agenda will address topics like increasing efficiencies through data analytics, capturing customer sentiment, improving agent engagement, embracing omni-channel, analyzing artificial intelligence trends, and adding a human aspect to customer touchpoints. The document outlines the attendee qualifications, networking opportunities, and speaker lineup including executives from companies like Thomson Reuters, ZocDoc, Celgene and more.
This document outlines Jupiter Management Services' consultancy process for improving customer service operations. They use a 9-component model to evaluate key areas like strategy, culture, channels, systems and staffing. Jupiter conducts an initial analysis and preliminary report, then provides an in-depth review and change management plan. Optional further services include training, interim management and ongoing support. The goal is to transform customer service from a cost center to a profit center through improved satisfaction, efficiency and staff retention.
Slide share london excellence workshop on service excellence 25 october 2005Dr. Ted Marra
The document discusses service excellence and customer relationships. It begins with an introduction to Symbia, a management consulting firm. It then discusses the importance of understanding customer needs, wants and sources of value. Several activities are presented for attendees to discuss their organization's customer touchpoints, barriers to service excellence, and goals for improvement. Customer retention is highlighted as being more profitable than attracting new customers. The document emphasizes that service excellence requires having the right people, processes, and an overall customer-focused culture.
This document provides information about an upcoming conference on increasing customer satisfaction, including details about speakers, sessions, workshops, and registration. Some of the key points summarized are:
- The conference will provide strategies and lessons from industry leaders on driving revenue, achieving competitive advantages, and maintaining cost-effective customer experiences.
- Sessions and workshops will address topics like capturing customer insights, developing strategies for economic downturns, creating a unified culture for exceptional service, and leveraging tools and technology to enhance customer and agent satisfaction.
- Speakers include CEOs and executives from companies like GE, Disney, United Stationers Supply Co., and more who will share their experiences leading call centers and focusing on customer experience.
Presented by Rick Reynolds of Ask Forensics at the 7th Annual Marketing & Sales Summit.
Did you know that many of your multi-million dollar strategic accounts could be at risk without you even knowing it? Sales and account forensics investigations into $3 billion worth of client accounts reveal that 79% of the profiled strategic accounts exceeding $15 million are “at risk”. In most cases companies are unaware of this, and it can cost millions of dollars in lost accounts each year. It’s like an undetected disease with huge implications. Losing one account can seriously impact bottom line performance, but the good news is, moving the needle in the positive direction will generate significant revenue and profit.
When you cut through all of the clutter, it boils down to one thing—service quality. This is customers’ most critical need and, for the most part, companies are effectively providing service quality. The question that should worry executives is: If on the surface we are doing well, then why are so many accounts “at risk”?
This presentation will address the often undetected, not-so-obvious cracks in client relationships that put critical client accounts “at risk.”
More information: http://marketingsalessummit.com/how-to-fortify-and-grow-critical-accounts-2/
Service culture, a strong lever of differentiationClaire BONNIOL
Presentation for Employee Engagement Summit, 14th of April 2016
At Academie du Service, with our 12 years of experience in consultancy and training for more than 250 companies in all industries and 20 countries, we argue that Service Culture is a unique concept that makes the link between employee engagement and customer engagement.
We believe in 5 key points in order to deliver a fabulous service culture. A company will be service oriented if and only if:
1. Focus is on the human being not only the product
2. 100% of satisfied customers is more important than zero mistakes
3. Service relationships are based on making customer and employee feel valued
4. The same attention is paid to customers and employees
5. Autonomy and initiative are emphasized by giving more empowerment
This document is a program for the "Call to Excellence 2016" contact centre conference being held in Melbourne, Australia on May 19-20, 2016. Over the two days, the conference will feature presentations, case studies, and panels from industry experts on topics related to improving customer experience, agent performance and productivity, implementing new technologies like cloud and analytics, and reducing costs in contact centres. There will also be workshops on digital disruption and personalization using real-time insights. The goal is to help contact centres not just focus on cost effectiveness but generate revenue through optimal customer experience and workforce performance.
This document provides information about the Contact Center Executive Exchange conference happening from March 19-21, 2017 in Dallas, TX. The conference will focus on the key challenges and opportunities for contact center leaders to deliver frictionless, effortless customer care in today's business environment of escalating customer expectations across multiple interaction channels. Through sessions and discussions, the agenda will address topics like increasing efficiencies through data analytics, capturing customer sentiment, improving agent engagement, embracing omni-channel, analyzing artificial intelligence trends, and adding a human aspect to customer touchpoints. The document outlines the attendee qualifications, networking opportunities, and speaker lineup including executives from companies like Thomson Reuters, ZocDoc, Celgene and more.
This document outlines Jupiter Management Services' consultancy process for improving customer service operations. They use a 9-component model to evaluate key areas like strategy, culture, channels, systems and staffing. Jupiter conducts an initial analysis and preliminary report, then provides an in-depth review and change management plan. Optional further services include training, interim management and ongoing support. The goal is to transform customer service from a cost center to a profit center through improved satisfaction, efficiency and staff retention.
Slide share london excellence workshop on service excellence 25 october 2005Dr. Ted Marra
The document discusses service excellence and customer relationships. It begins with an introduction to Symbia, a management consulting firm. It then discusses the importance of understanding customer needs, wants and sources of value. Several activities are presented for attendees to discuss their organization's customer touchpoints, barriers to service excellence, and goals for improvement. Customer retention is highlighted as being more profitable than attracting new customers. The document emphasizes that service excellence requires having the right people, processes, and an overall customer-focused culture.
This document provides information about an upcoming conference on increasing customer satisfaction, including details about speakers, sessions, workshops, and registration. Some of the key points summarized are:
- The conference will provide strategies and lessons from industry leaders on driving revenue, achieving competitive advantages, and maintaining cost-effective customer experiences.
- Sessions and workshops will address topics like capturing customer insights, developing strategies for economic downturns, creating a unified culture for exceptional service, and leveraging tools and technology to enhance customer and agent satisfaction.
- Speakers include CEOs and executives from companies like GE, Disney, United Stationers Supply Co., and more who will share their experiences leading call centers and focusing on customer experience.
Presented by Rick Reynolds of Ask Forensics at the 7th Annual Marketing & Sales Summit.
Did you know that many of your multi-million dollar strategic accounts could be at risk without you even knowing it? Sales and account forensics investigations into $3 billion worth of client accounts reveal that 79% of the profiled strategic accounts exceeding $15 million are “at risk”. In most cases companies are unaware of this, and it can cost millions of dollars in lost accounts each year. It’s like an undetected disease with huge implications. Losing one account can seriously impact bottom line performance, but the good news is, moving the needle in the positive direction will generate significant revenue and profit.
When you cut through all of the clutter, it boils down to one thing—service quality. This is customers’ most critical need and, for the most part, companies are effectively providing service quality. The question that should worry executives is: If on the surface we are doing well, then why are so many accounts “at risk”?
This presentation will address the often undetected, not-so-obvious cracks in client relationships that put critical client accounts “at risk.”
More information: http://marketingsalessummit.com/how-to-fortify-and-grow-critical-accounts-2/
Implementing a successful customer relations strategy.pptx mainBeatrice Nyamache
This training presentation discusses developing an effective customer experience strategy. It emphasizes understanding the customer journey and putting customers at the center of all business strategies. Key points include:
- Developing a customer-centric culture and understanding customer needs, behaviors and goals.
- Implementing strategies across all customer touchpoints to provide a memorable experience.
- Using customer feedback to continuously improve and establish long-term customer relationships.
- Reviewing internal processes to ensure great customer experiences are a priority for all departments.
This certification program teaches strategies for innovative customer service, market leadership, and organizational transformation. Participants will learn how to create valuable customer propositions, elevate loyalty, and adapt to competition. Specific skills include enhancing customer experience, becoming customer-centric, and developing on-the-spot strategies. The 24-hour program is taught over 3 days and is suited for those managing customer processes or people. The instructor, Kay Valenzuela, is an international speaker on customer experience strategies.
Megan Naidoo is a Business Improvement Analyst with 10 years of experience in contact centers. She holds a Diploma in Contact Centre Management and has held roles including Call Centre Consultant, Supervisor, Quality Assurance, and Senior Manager. Currently employed at JD Financial Services, her skills include strategy, performance management, leadership, and communication. She is passionate about contact center excellence and seeks a role where she can contribute to growth.
Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.
Michelle Noyes - Connecting people to knowledge: The foundation for deliverin...Transversal Ltd
Connecting people to knowledge:
The foundation for delivering great service
Presentation by Michelle Noyes, Knowledge Management & Information Specialist at Mothercare.
Given on Wednesday 21 May 2014 at the Transversal Customer Experience Summit, Lancaster Hotel, London.
Find out more: https://www.transversal.com/events/2014/05/21/connecting-people-to-knowledge-summit-2014
Michelle's career has always been intrinsically linked with customer care and great customer service. After seven years with Mothercare, starting as a Customer Care Representative and Product Specialist and moving into her current role as Knowledge Management and Information Specialist, Michelle has developed a determination to put customers first, finding the right answers and making them available in the right place to improve the entire customer journey.
In her current role, Michelle is responsible for all aspects of Mothercare's self-help system across multiple channels including the customer-facing website, the in-store tool and the agent-facing tool. She is involved with tasks such as facilitating the sharing of knowledge across the business, analysis of customer feedback and ensuring content is current, accurate and up-to-date as well as accessible to all who need it.
Michelle is actively involved with her local community, making use of her knowledge sharing skills at home and setting up a facebook page and group for her local area, which is growing rapidly with over 500 people now involved. A little known fact about Michelle is that she actually trained as a nurse after leaving school and before finding her feet in customer care!
Professional services marketing consists of organized activities and programs by professional services firms that are designed to retain present clients and attract new clients by sensing, serving, and satisfying their needs through delivery of appropriate services on a paid basis in a manner consistent with creditable professional goals and norms.
The document describes AXIS, a training company that offers customized solutions to help clients improve skills like customer service, sales, coaching and leadership. It outlines some of their training programs, emphasizes their customized approach, and details their process which includes alignment, analyzing best practices, developing customized materials, training delivery, and follow up. It also provides a case study example of a project with a telecommunications company that improved sales, customer service scores and other metrics.
The document discusses how businesses need to adapt to the "age of the customer" where customers now have more control over their buying decisions and expectations. It outlines how companies need to focus on delivering excellent customer service across all channels to build loyalty, citing statistics about the benefits of higher customer retention rates. It also emphasizes the importance of understanding customer journeys, collecting feedback, training agents, and using metrics to track first contact resolution and customer effort/satisfaction in order to provide the best possible experience and remain competitive.
Analyzing Your Shared Services Customer Service Delivery & Ensure Customer Sa...Chazey Partners
The best way to service your customers is to listen to their needs and feedback on a continual basis. If you do not understand your customer, you simply cannot service them per their expectations. If their needs aren’t met, your business relationship with them will suffer. This presentation will cover such topics as:
How to measure your customer’s expectations so you can supply them with the services they require; Customer service surveys and scorecards to establish customer-centric service deliveries; How to create a Customer Service culture that puts the customer first & foremost without exception, day in and day out; Data analytics tools that can provide the answers you need to better service your customers
Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.
The delivery gap is the difference between a firm's service standards and the actual service provided to customers. This gap can be closed by training employees to meet or exceed standards through training and incentives. To reduce the gap and exceed standards, retailers must provide employees knowledge and skills, instrumental and emotional support, improve internal communications, reduce conflicts, and empower employees to act in customers' and the firm's best interests.
Accentline provides business process outsourcing (BPO) services including customer care, sales, billing, and technical support. It aims to forge lifelong partnerships between clients and customers to achieve satisfaction. Accentline prioritizes employees and offers better compensation and career growth than competitors to reduce turnover. It can provide 24/7 inbound and outbound call services to enhance customer satisfaction for start-up companies in a cost-effective way through customized solutions and quality assurance programs.
Customer Success: Using a Maturity Model to Build a Strategic Customer Educat...Gainsight
Did you know? Research from the Technology Services Industry Association (TSIA) has shown that customer education programs have:
Reduced the number of support calls by a factor of three.
Increased renewal rates in one organization from 80% to 92%.
Changed product buying habits. Another study showed that for every one dollar spent on customer education, customers spent an additional twelve dollars on the product.
We know intuitively that training customers is a good thing, but too often SaaS companies under-invest in customer education. In this webinar, GainsightCustomer Success Evangelist, Lincoln Murphy and ServiceRocket Head of Training, Bill Cushard will explore the importance of customer training and what SaaS companies should be thinking about when designing training programs.
In this webinar, participants will:
Learn the four stages of the Enterprise Software Training Maturity Model
Assess the current state of their own customer education organization
Learn how to use the maturity model to build a strategic enterprise software training organization
We asked 15 of our great Call Center Week speakers: What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Their answers touch on employee engagement, customer service, new technologies, sales tactics and what the call center of the future will look like.
The document discusses the importance of customer centricity for businesses. It provides examples of companies that prioritize understanding customer needs and delivering excellent customer experiences. Customer centricity involves developing a deep understanding of customers, integrating customer feedback into products and services, and putting customer interests ahead of other stakeholders like owners and employees. The goal is to create long-term customer loyalty and repeat business.
Alistair Hooper has over 10 years of experience in banking and financial operations management in India and the United Arab Emirates. He is currently an Associate Service and Quality manager at United Arab Bank in Dubai, where he manages remittances and ensures accurate reporting. Previously he held managerial roles at IndusInd Bank and ICICI Bank in India, where he oversaw branch operations and achieved growth targets. Hooper has a bachelor's degree in commerce and additional certifications in mutual funds and insurance.
Customer centricity involves adopting a mindset focused on customers throughout the entire organization. Statistical data shows customer-centric companies are 60% more profitable. While executives see big data as both an obstacle and opportunity, only 39% of CMOs feel they properly use big data. A lack of clear customer ownership also hinders true customer focus. Customer service is key, as 86% would pay more for superior service. Banks have increased customer-centric jobs by 52% and brands are more likely to allow customers to select their own preferences for communications. However, fully realizing customer centricity remains challenging, as integrating customer data across channels and recognizing customers in real time remains difficult for most organizations.
The document discusses strategies for improving contact center performance. It emphasizes the importance of culture, engagement, and empowerment of frontline agents. Key recommendations include ensuring all staff understand call center principles, providing positive coaching and feedback, investing in agent and manager development, and getting senior leadership involved in discussing culture.
Online Presence, Social Media & LinkedIn for College StudentsKyndal Soto
This document provides tips and advice for using digital and social media effectively as part of a job search or career development. It recommends optimizing profiles on platforms like LinkedIn and Google, engaging with connections, joining industry groups, staying up to date on company news, and positioning oneself as an expert in their field through publishing content. The key message is that an online presence is now essential for professional networking and marketing oneself as job searches and hiring involve online research of candidates.
Implementing a successful customer relations strategy.pptx mainBeatrice Nyamache
This training presentation discusses developing an effective customer experience strategy. It emphasizes understanding the customer journey and putting customers at the center of all business strategies. Key points include:
- Developing a customer-centric culture and understanding customer needs, behaviors and goals.
- Implementing strategies across all customer touchpoints to provide a memorable experience.
- Using customer feedback to continuously improve and establish long-term customer relationships.
- Reviewing internal processes to ensure great customer experiences are a priority for all departments.
This certification program teaches strategies for innovative customer service, market leadership, and organizational transformation. Participants will learn how to create valuable customer propositions, elevate loyalty, and adapt to competition. Specific skills include enhancing customer experience, becoming customer-centric, and developing on-the-spot strategies. The 24-hour program is taught over 3 days and is suited for those managing customer processes or people. The instructor, Kay Valenzuela, is an international speaker on customer experience strategies.
Megan Naidoo is a Business Improvement Analyst with 10 years of experience in contact centers. She holds a Diploma in Contact Centre Management and has held roles including Call Centre Consultant, Supervisor, Quality Assurance, and Senior Manager. Currently employed at JD Financial Services, her skills include strategy, performance management, leadership, and communication. She is passionate about contact center excellence and seeks a role where she can contribute to growth.
Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.
Michelle Noyes - Connecting people to knowledge: The foundation for deliverin...Transversal Ltd
Connecting people to knowledge:
The foundation for delivering great service
Presentation by Michelle Noyes, Knowledge Management & Information Specialist at Mothercare.
Given on Wednesday 21 May 2014 at the Transversal Customer Experience Summit, Lancaster Hotel, London.
Find out more: https://www.transversal.com/events/2014/05/21/connecting-people-to-knowledge-summit-2014
Michelle's career has always been intrinsically linked with customer care and great customer service. After seven years with Mothercare, starting as a Customer Care Representative and Product Specialist and moving into her current role as Knowledge Management and Information Specialist, Michelle has developed a determination to put customers first, finding the right answers and making them available in the right place to improve the entire customer journey.
In her current role, Michelle is responsible for all aspects of Mothercare's self-help system across multiple channels including the customer-facing website, the in-store tool and the agent-facing tool. She is involved with tasks such as facilitating the sharing of knowledge across the business, analysis of customer feedback and ensuring content is current, accurate and up-to-date as well as accessible to all who need it.
Michelle is actively involved with her local community, making use of her knowledge sharing skills at home and setting up a facebook page and group for her local area, which is growing rapidly with over 500 people now involved. A little known fact about Michelle is that she actually trained as a nurse after leaving school and before finding her feet in customer care!
Professional services marketing consists of organized activities and programs by professional services firms that are designed to retain present clients and attract new clients by sensing, serving, and satisfying their needs through delivery of appropriate services on a paid basis in a manner consistent with creditable professional goals and norms.
The document describes AXIS, a training company that offers customized solutions to help clients improve skills like customer service, sales, coaching and leadership. It outlines some of their training programs, emphasizes their customized approach, and details their process which includes alignment, analyzing best practices, developing customized materials, training delivery, and follow up. It also provides a case study example of a project with a telecommunications company that improved sales, customer service scores and other metrics.
The document discusses how businesses need to adapt to the "age of the customer" where customers now have more control over their buying decisions and expectations. It outlines how companies need to focus on delivering excellent customer service across all channels to build loyalty, citing statistics about the benefits of higher customer retention rates. It also emphasizes the importance of understanding customer journeys, collecting feedback, training agents, and using metrics to track first contact resolution and customer effort/satisfaction in order to provide the best possible experience and remain competitive.
Analyzing Your Shared Services Customer Service Delivery & Ensure Customer Sa...Chazey Partners
The best way to service your customers is to listen to their needs and feedback on a continual basis. If you do not understand your customer, you simply cannot service them per their expectations. If their needs aren’t met, your business relationship with them will suffer. This presentation will cover such topics as:
How to measure your customer’s expectations so you can supply them with the services they require; Customer service surveys and scorecards to establish customer-centric service deliveries; How to create a Customer Service culture that puts the customer first & foremost without exception, day in and day out; Data analytics tools that can provide the answers you need to better service your customers
Customer service is important for businesses in the travel and tourism industry to meet and exceed customer expectations due to high competition. Providing good customer service leads to customer loyalty, competitive advantage, and lower costs for companies. Principles of good customer service include making a positive first impression, providing speedy and accurate service, developing a good company image, establishing clear customer service policies, promoting effective teamwork and communication across an organization, meeting diverse customer needs, and creating a mission statement that outlines a company's goals for customer satisfaction.
The delivery gap is the difference between a firm's service standards and the actual service provided to customers. This gap can be closed by training employees to meet or exceed standards through training and incentives. To reduce the gap and exceed standards, retailers must provide employees knowledge and skills, instrumental and emotional support, improve internal communications, reduce conflicts, and empower employees to act in customers' and the firm's best interests.
Accentline provides business process outsourcing (BPO) services including customer care, sales, billing, and technical support. It aims to forge lifelong partnerships between clients and customers to achieve satisfaction. Accentline prioritizes employees and offers better compensation and career growth than competitors to reduce turnover. It can provide 24/7 inbound and outbound call services to enhance customer satisfaction for start-up companies in a cost-effective way through customized solutions and quality assurance programs.
Customer Success: Using a Maturity Model to Build a Strategic Customer Educat...Gainsight
Did you know? Research from the Technology Services Industry Association (TSIA) has shown that customer education programs have:
Reduced the number of support calls by a factor of three.
Increased renewal rates in one organization from 80% to 92%.
Changed product buying habits. Another study showed that for every one dollar spent on customer education, customers spent an additional twelve dollars on the product.
We know intuitively that training customers is a good thing, but too often SaaS companies under-invest in customer education. In this webinar, GainsightCustomer Success Evangelist, Lincoln Murphy and ServiceRocket Head of Training, Bill Cushard will explore the importance of customer training and what SaaS companies should be thinking about when designing training programs.
In this webinar, participants will:
Learn the four stages of the Enterprise Software Training Maturity Model
Assess the current state of their own customer education organization
Learn how to use the maturity model to build a strategic enterprise software training organization
We asked 15 of our great Call Center Week speakers: What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Their answers touch on employee engagement, customer service, new technologies, sales tactics and what the call center of the future will look like.
The document discusses the importance of customer centricity for businesses. It provides examples of companies that prioritize understanding customer needs and delivering excellent customer experiences. Customer centricity involves developing a deep understanding of customers, integrating customer feedback into products and services, and putting customer interests ahead of other stakeholders like owners and employees. The goal is to create long-term customer loyalty and repeat business.
Alistair Hooper has over 10 years of experience in banking and financial operations management in India and the United Arab Emirates. He is currently an Associate Service and Quality manager at United Arab Bank in Dubai, where he manages remittances and ensures accurate reporting. Previously he held managerial roles at IndusInd Bank and ICICI Bank in India, where he oversaw branch operations and achieved growth targets. Hooper has a bachelor's degree in commerce and additional certifications in mutual funds and insurance.
Customer centricity involves adopting a mindset focused on customers throughout the entire organization. Statistical data shows customer-centric companies are 60% more profitable. While executives see big data as both an obstacle and opportunity, only 39% of CMOs feel they properly use big data. A lack of clear customer ownership also hinders true customer focus. Customer service is key, as 86% would pay more for superior service. Banks have increased customer-centric jobs by 52% and brands are more likely to allow customers to select their own preferences for communications. However, fully realizing customer centricity remains challenging, as integrating customer data across channels and recognizing customers in real time remains difficult for most organizations.
The document discusses strategies for improving contact center performance. It emphasizes the importance of culture, engagement, and empowerment of frontline agents. Key recommendations include ensuring all staff understand call center principles, providing positive coaching and feedback, investing in agent and manager development, and getting senior leadership involved in discussing culture.
Online Presence, Social Media & LinkedIn for College StudentsKyndal Soto
This document provides tips and advice for using digital and social media effectively as part of a job search or career development. It recommends optimizing profiles on platforms like LinkedIn and Google, engaging with connections, joining industry groups, staying up to date on company news, and positioning oneself as an expert in their field through publishing content. The key message is that an online presence is now essential for professional networking and marketing oneself as job searches and hiring involve online research of candidates.
Introducing Museums at Night and Connect! 2016Rosie Clarke
An introduction to how Culture24 delivers the twice-yearly Museums at Night festival, how UK museums and galleries can get involved, and how to apply to the Connect! competition to win a top artist to lead your festival event and a £3000 bursary.
Here are the key findings from the survey results:
- Facebook is the most popular social networking site among the student sample.
- 65% of students surveyed were unaware of the Oxford Brookes Business School Facebook page.
- Of the 35% who were aware of the page, 50% did not know it existed previously.
- When asked when they accessed the Business School Facebook page, most students (14) said it was during their university application rather than before.
- Qualitative feedback from students suggested the Business School Facebook page could improve its promotion and segmentation/targeting strategy to better engage students.
- Competitor analysis found other university business school pages implemented features that engaged students more individually rather than
Este documento presenta las actividades de gestión de proyectos propuestas por la metodología MÉTRICA Versión 3. Incluye actividades de inicio, seguimiento y control, y finalización de proyectos. En la fase de inicio se realizan la estimación del esfuerzo y la planificación general del proyecto. Durante la ejecución se llevan a cabo tareas de seguimiento, control de incidencias y cambios, y actualización de la planificación. Finalmente, se cierran los proyectos archivando la documentación generada
Session 8 Human Factors Predicting Failure and Success in Hospital Informatio...COP_HHA
This document analyzes human factors that predict failure and success in implementing hospital information systems in sub-Saharan Africa. It studied 19 implementation projects and identified 14 potential failure factors and 15 success factors through staff interviews and project evaluations. High predictive failure factors included resignation to poor quality, psychological issues, siloed culture, unrealistic timelines, poor training and support. High success predictive factors included clear communication, realistic timing, process changes, stakeholder agreement, and quick wins. The document concludes many commonly assumed factors like skills, incentives and consideration of current practices did not show predictive value.
The document discusses the role of testers and provides advice and inspiration for testers. It makes three key points:
1) Testers should set the right expectations by playing fair and staying true to help ensure quality software.
2) Testers can act as change agents by challenging the status quo and empowering change, which allows them to advance the field of testing.
3) Testers should share their accomplishments to lead by example and enable greatness in both their work and their profession.
Sergey Yunusov, a Russian chief engineer, has applied for the position. He provides details of his personal and contact information, education, certifications, language skills, safety training, medical certifications, and extensive work experience as chief engineer on oil and chemical tankers from 2003 to the present. References are provided from his recent employers DS Tankers, V-Ships UK, and Sanko Kisen.
Este plano de ensino destina-se aos alunos do 1o ano do ensino médio (EJA) e abordará o tema "Biologia: saberes para o cotidiano" ao longo do ano letivo. Os conteúdos incluem introdução à biologia, célula, órgão reprodutor e genética no 1o semestre. O plano visa integrar as disciplinas e desenvolver habilidades como raciocínio crítico e expressão oral e escrita.
Durante el Foro MTY 2014 nos reunimos a compartir las mejores prácticas en materia de movilización ciudadana apoyada por nuevas tecnologías.
El mundo ya es otro. Los ciudadanos también.
Electricity powers computers and allows them to process, store, and display digital information. Computers use electricity to power components like the CPU, graphic card, hard drives, and RAM. The CPU processes digital signals represented as strings of 1s and 0s. Hard drives store data using magnetic platters and read/write heads, while RAM temporarily stores running programs by changing the state of electric circuits. LCD monitors display colors by adjusting the voltage applied to liquid crystal pixels.
This document discusses power factor and power factor improvement. It defines key terms like active power, reactive power, and apparent power. It explains that loads like motors and transformers are inherently inductive and have low power factors. The advantages of improving power factor are discussed, such as reducing line losses and increasing transmission capacity. Common methods for improving power factor like installing capacitors are described. Examples are provided to illustrate power factor calculations and capacitor sizing. The natural power factors of various equipment types are also listed.
This two-day workshop focuses on measuring customer satisfaction and complaint handling. On day one, participants will learn how to design successful customer satisfaction surveys to understand customer needs, launch surveys, analyze results, and track key performance indicators. They will also create a strategic action plan based on customer insights. Day two focuses on complaint management, diagnosing drivers of loyalty and defection, and developing voice of customer programs. Participants will gain skills to increase customer satisfaction and retention through applying customer insights. The facilitator has extensive experience helping companies improve satisfaction scores and reduce churn through survey programs and strategic planning.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
160831 webinar on customer satisfaction (public)Malia Bachesta
On August 31 the Learning Lab team hosted a private partner-only webinar where we shared key learnings on measuring customer satisfaction in the rural and agricultural finance industry. The presentation from this webinar, alongside a short summary of its learnings, are now available online for public viewing.
The document discusses the need for a "service revolution" to improve customer service. It notes that 95% of dissatisfied customers will never complain and 90% will never return due to a negative service experience. Poor service costs companies billions annually in lost revenue. The top three reasons for customer defection are feeling unrecognized, unhelpful staff, and ineffective call centers. It advocates capturing customer feedback through "voice of the customer" programs to understand expectations and drive continuous improvement. When service meets expectations based on real-time feedback, it can increase customer and employee retention while differentiating companies in the marketplace.
This document provides information about the Call to Excellence 2015 conference on transforming contact centres to deliver intelligent and productive customer service across channels. The two-day conference will include keynote speeches, case studies, and workshops on topics like personalization, right-shoring contact centres, omni-channel integration, data analytics, self-service options, and managing different generations of customers. Speakers will share experiences from companies like Telstra, Zappos, Etihad Airways, and Medibank on improving customer experience, operational efficiency, and staff productivity. Attendees include managers from contact centres, customer service, and related roles across telecommunications, banking, utilities and other industries.
The document discusses the importance of customer focus for business performance and shareholder value. It notes that creating a positive customer experience through quality products, satisfaction, loyalty and relationships can boost retention and repeat purchases. The key is developing a customer-centric culture through initiatives like crafting a clear service vision, gaining employee commitment, developing service standards, using customer feedback, and refining processes through innovation. Building lifelong customer relationships requires an ongoing effort to continuously learn about and improve the customer experience.
Customer experience management (CEM) aims to strategically manage a customer's entire experience with a company. While customer relationship management (CRM) focuses on reducing costs through processes and technology, CEM prioritizes customer needs, expectations, and perceived sentiment to improve loyalty. CEM collects customer data from various sources, analyzes it to gain insights, and provides reporting capabilities. It takes a customer-centric view to integrate customer indicators across the organization and prevent issues from falling through cracks. Proper CEM requires aligning employee behavior with brand values, addressing attitudes that shape service, and equipping employees to deliver the promised customer experience.
Exceptional customer support is pivotal in shaping a company’s reputation and success. Beyond satisfaction, it builds trust, loyalty, and lasting relationships. Dubai recognizes this significance, investing heavily in creating an environment that fosters excellence in customer service across various industries."For questions that match your specific needs, access the link below"callcenter.ae
Embarking on an exclusive journey behind the scenes of Dubai’s Call Center excellence, this article unveils Dubai’s secret to exceptional customer support. From recruitment and training to cutting-edge technology, explore the strategies that contribute to Dubai’s unrivaled reputation in delivering unparalleled assistance to its customers."For questions that match your specific needs, access the link below"callcenter.ae
inQuba: The Science of Retaining Customers in Financial Services [US Webinar] Antony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba, in the United States, on the 20th September 2018. Watch the recording here: https://youtu.be/x85XlUxwbUg
Imagine you could anticipate customer churn before it happened.
A recent report by Bain & Co. asserts that churn is the result of a series of poor experiences and misadventures over a period of time, not a single poor experience. Most customers are already primed to leave when an attractive competitive offer presents itself. Also, the only solution is to focus on the entire customer journey, not just the most recent episode. Today's businesses need to expose the real experiences of their customers, predict those at risk and intervene with next best actions to ensure the customer sticks around. Acquisition remains expensive, and the value still lies in existing relationships.
Customer Journey Management introduces break-through thinking and techniques for churn anticipation, predictive risk profiling and interventions that will have a business-altering impact on keeping and growing customers.
WEBINAR SPEAKERS
Graham Clark -
inQuba North American CX Transformation Lead and Digital CX and CXOM Transformation Lead, Customer Results
Trent Rossini -
COO inQuba and ex COO of PruHealth, and ex CIO of Discovery Health
WHY YOU SHOULD LISTEN
Our industry-expert speakers addresses the following:
How do you discover and visualize the real customers' and agents' journeys as they navigate your products and channels?
How do you anticipate customer churn, in real time?
How do you intervene in order to mend and recreate customer experiences
How do you do all this at scale?
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
240 Measuring Customer Satisfaction and Complaint Handlingmoriano1000
The document outlines an agenda for a two-day workshop on measuring customer satisfaction and complaint handling. The workshop will cover designing and implementing customer satisfaction surveys, analyzing results, and using insights to increase loyalty and reduce customer defection. Participants will learn how to set objectives for surveys, design effective questionnaires, launch surveys, analyze key performance indicators over time, and present findings to management to improve the customer experience. The workshop will also cover best practices for effective complaint handling and using customer feedback to fulfill their needs.
Customer Experience in Financial Services Asia Pacific BrochureSarah Leonard
This document provides information about an upcoming conference on customer experience in financial services in Asia Pacific. The conference will take place on June 7-8, 2016 in Singapore and feature speakers from major banks and insurance companies. Topics will include customer-centric culture, digital strategy, data analytics, omnichannel integration, and future trends in customer experience. Attendees will include over 120 professionals from retail banks, payment companies, financial institutions, and technology providers.
Enhancing the Customer Experience with ServiceNow CSM Key ModulesAelum Consulting
ServiceNow CSM is at the cutting edge of customer-centric solutions, concentrating on improving service operations, guaranteeing flawless interactions, and cultivating long-term customer connections. Its multidimensional approach includes several modules meant to expedite operations, empower support agents, and improve customer satisfaction at every touchpoint. ServiceNow, a digital transformation powerhouse, has announced Customer Support Management (CSM), a customized suite meant to improve how enterprises offer great customer support.
The document summarizes a research article that challenges the belief that companies should aim to delight customers. Through a study of over 75,000 customers across multiple industries over two years, the researchers found that reducing customer effort, such as streamlining processes and empowering employees, was more effective at improving loyalty and satisfaction than exceptional customer service. The article is relevant to customer service, marketing, management, and business strategy. It argues focusing on easy interactions rather than delight can drive business success by increasing repurchases, recommendations, and spending.
Traycee Roberson is seeking a Quality Assurance Specialist role at LinkedIn to utilize her experience delivering excellent customer service and creating performance metrics and standard operating procedures. She has over 10 years of experience in customer support roles, most recently as a Customer Support Representative at LinkedIn, and has a history of mentoring others and improving processes. Roberson holds certificates in social media strategy, customer service, and holistic health and has nearly completed an Associate's degree in business marketing.
Traycee Roberson is seeking a Quality Assurance Specialist role at LinkedIn to utilize her experience delivering excellent customer service and creating performance metrics and standard operating procedures. She has over 10 years of experience in customer support roles, most recently as a Customer Support Representative at LinkedIn, and has a history of mentoring others and improving processes. Roberson holds certificates in social media strategy, customer service, and holistic health and has nearly completed an Associate's degree in business marketing.
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
Similar to Measuring, Managing and Improving Customer Service 0816 AU (Ben) (20)
Customer Service Development Programs by CBL Global
Measuring, Managing and Improving Customer Service 0816 AU (Ben)
1. KEY SPEAKERS INCLUDE
MEDIA PARTNERS
Exploring best practices, strategies and frameworks to tackle
performance challenges and improve customer service
delivery and satisfaction
Changing trends in customer service delivery, soaring customer
expectations and rapid innovations in technology have increased
the challenge for organisations and public sector departments and
entities to keep their customer service initiatives and strategies
up-to-date.
Now more than ever, organisations and public sector departments
and entities need to review existing customer service strategies
and develop more innovative and effective customer service
initiatives that deliver the right service to the right people at the
right time, to drive profitable customer behaviour, encourage
continued business growth and increase customer satisfaction.
Gain practical insights in designing and implementing
innovative and sustainable customer service strategies that
best fit your organisational and departmental goals and
objectives
Measuring, Managing and Improving Customer Service is
a comprehensive state-specific forum that brings together key
representatives from the public and private sector to discuss
changing customer service trends, challenges, opportunities and
strategies to improve customer service performance and service
delivery.
By attending, delegates can expect to:
• Understand the changing trends of customer service and
what these changes mean for you and your organisation and
departments
• Learn best practice strategies to drive a customer-centric
culture within your organisation or department
• Leverage customer data and analytics for improved delivery
of customer service
• Hear from real-life examples of what has worked, and how
you can adapt winning strategies to your organisation
• Network with leading players and professionals from the
customer service industry
Benefit from this exclusive opportunity to network and gain
practical guidance from Western Australia’s leading customer
service professionals
Don’t miss out on our pre-conference workshop:
Improving your Contact Centres’ Efficiency and
Customer Service Experience
Thursday, 25 August 2016
Workshop Leader:
Neil Harrison
Managing Director
Solution Space Consulting
Tackling performance challenges and improving customer service delivery
Register now to receive the
Early-Bird Discount!
Perth | 25 – 26 August 2016
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
Steve Mitchinson
Director of Customer
Service Delivery
WA Department of
Transport
Tracy Thompson
Manager, Housing Direct
Housing Authority WA
2015 Auscontact Awards
State Customer Experience
Champion for WA
Aaron Tighe
State Manager, Western
Australia
Macquarie Telecom
2014 National Customer
Service Excellence Awards
Large Enterprise Gold Medal
Grant Yonge
Group Manager, Contact
Centres
Silver Chain Group
Paul Tuffin
Program Manager, Customer
Experience and Customer
Insights
Water Corporation
Josianne Fortin
Manager, Customer Insights
and Retail Strategy
Synergy
Max Clarke
General Manager, Contact
Centres
Bankwest
Paul Shenton,
Customer Service
Manager,
Siemens
Healthcare
Jay Ellis
Customer Service Manager
City of Canning
Mark Balding
General Manager, ICT
Bethanie Group
Stewart Bazzica
Customer Satisfaction
Program Director
IBM
Chris Smoje
Founder
DIME™
Customer Service
2. Review existing strategies and develop more effective
customer service initiatives that deliver the right service to
the right people at the right time
Excellent customer service lies at the heart of every organisation’s
success. More recently, the customer service industry has seen a
shift to more differentiated and personalised customer service, with
a strong focus on customer centricity in all organisations and public
sector departments and entities. According to a January 2016 report
from Forrester Research, Inc., “delivering differentiated customer
service has become a strategic imperative”.* As more organisations
move towards the concept of differentiated customer service, it has
become increasingly challenging to remain competitive and stay
ahead of the differentiation game.
Measuring, Managing and Improving Customer Service is a
comprehensive state-specific forum bringing together Western
Australia’s leading customer service practitioners to discuss best
practice customer service strategies to increase the levels of
customer satisfaction. This forum has been specially designed for
professionals to network with like-minded practitioners, leverage
these best practice customer service initiatives and learn how to
apply them in the workplace.
*Trends 2016: The Future of Customer Service (2016) by Forrester Research, Inc.
Sponsorship Opportunities
Are you interested in demonstrating thought leadership, educating a
pre-qualified audience on your products and services and reinforcing
your brand to customer service professionals?
Sponsor the Measuring, Managing and Improving Customer
Service forum and we can help you host key clients and prospects
via company branded networking sessions. To further discuss
sponsorship and exhibition opportunities, contact us at 02 9368 3915
or info@aventedge.com.
Who Should Attend
Measuring, Managing and Improving Customer Service is a
valuable source of information, insights and networking opportunity
for Directors, Managers and Heads of:
Western Australia’s dedicated customer service forum
Key Learning Objectives
1. Embrace the shifting trends in customer service and
customer expectations
2. Analyse the emergence of “Omni-Channel” services and
its integration to your customer service strategy
3. Develop the business case for employee and customer
engagement, and how they are connected
4. Examine best practice strategies to re-design your
contact centre to tailor with your customers’ needs
5. Build and strengthen customer relationships across
multiple touch-points
6. Streamline all touch-point interactions to ensure
consistent, efficient and well-communicated delivery of
customer service
7. Discuss practical strategies to effectively embed the
“customer” into “culture”
8. Overcome challenges involved in promoting a customer-
centric culture
9. Utilise data and analytics to provide more targeted and
personalised customer service
10. Learn from leading practitioners as they share their
success stories and journeys to achieving customer
service excellence
Programme-at-a-Glance
PRE-CONFERENCE WORKSHOP
Improving your Contact Centres’ Efficiency
and Customer Service Experience
CONFERENCE
Embracing the shifting trends in customer service and
customer expectations
Excellent customer service starts from within
City of Canning’s journey
to achieving customer service excellence
Water Corporation’s customer service initiatives and strategies
Designing your contact centre for the 21st century and beyond
Creating an effortless customer experience from start to end
Panel: Driving a customer-centric culture
within your organization
Leveraging data and analytics
for better delivery of customer service
Panel: Embracing digitalisaton
to improve customer service delivery
Register EARLY and SAVE with our Early-Bird Discounts!
31 May 30 June 29 July
Save $300 Save $200 Save $100
Don’t forget to take advantage of our Group Discounts!
• Send 3 delegates and receive 5% OFF
• Send 4 delegates and receive 10% OFF
• Send 5 delegates and receive 15% OFF
Contact
Centre
Contact Centre
Sales
Customer
Support
Customer
Operations
Customer
Service
Technology
Customer
Experience
Service Delivery
Customer
Engagement
Innovation and
Technology
Customer
Care
Customer
Success
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
3. Thursday, 25 August 2016
Pre-Conference Workshop
PRE-CONFERENCE WORKSHOP:
Improving your Contact Centres’ Efficiency and
Customer Service Experience
In the new era of digital disruption, existing businesses are competing
with the ever growing list of disruptors. These are the companies that
are making it easier for consumers to switch providers in an effortless
and seamless way.
Customer Experience is now the key differentiator and delivers true
and real value for businesses, in the era where customers now decide
how customer centric an organisation is.
By attending this workshop, delegates will gain an in-depth
understanding of the key components in a great Customer
Experience, rethink their current process and identify how efficiency in
your centre can have a positive impact on the end user experience.
What the workshop will cover:
• The challenges for improving efficiency
• Delivering a consistent Customer Experience
• The key components of employee engagement
• Going above and beyond Customer Expectations
How you will benefit:
• Learn the fundamentals of an efficiently run Contact Centre and
how to identify inefficient processes and policies that impact
your customers
• Understanding the drivers of Customer Satisfaction
• How to build an engaged and motivated workforce that stands
behind your brand.
8:30 Registration and Welcome Coffee
Session 1 | 9:00 – 10:30
What are the new Service Expectations of today?
• The changing landscape of Customer Service in 2016
• The impact of digital disruption
• Case Studies: Today’s disruptors
• Understanding the business that you are in and your
service differentiator
10:30 Morning Tea
Session 2 | 11:00 – 12:30
Components of Customer Loyalty
• Identifying the drivers of Customer Loyalty and
why it is important
• Why trust is important in your service offering
• Building Character into your brand
• Case Studies: How the customer service experience
builds loyalty
12:30 Morning Tea
Session 3 | 1:30 – 2:45
Building Capability and Efficiency in your Centre
• The impact of Customer Service in your capability
• How your service displays your capability
• The components of a great Customer Experience
• Building efficiency in your centre
• Targeting improvements in your centre
• What are you measuring and what is it telling you?
• Are you listening to your customers?
2:45 Afternoon Tea
Session 4 | 3:15 – 4:30
Why Employee Engagement drives Customer Experience
• Aligning culture to your brand
• Case Studies: Companies that treat employees as starts
• Setting the rules of the team
• Creating the right environment
• Ensuring your staff have the right tools to get on
with their job
• Rewarding and incentivising the right behaviours
4:30 Closing Summary and End of Workshop
Workshop Leader:
Neil Harrison
Managing Director
Solution Space Consulting
Neil is a Satmetrix ® Certified Net Promoter Associate and has
significant experience in managing award-winning Contact
Centres both domestically and internationally.
Two-time winner of the Contact Centre Manager of the
Year award, Neil has a proven ability to improve operational
efficiency and performance leading to significant reductions in
costs, increases in both customer and staff satisfaction, and
improvements in customer loyalty.
With over 25 years of experience in the sales and services
industries, Neil has developed a solid background in the
fundamentals associated with the management of Contact
Centres, and has a proven track record of transforming strategy
into operational excellence.
As a former Contact Centre manager with iiNet, Australia’s
second largest DSL provider, Neil’s centre was recognised
by the Auscontact Association as the six-time Winner of the
Contact Centre of the Year in Western Australia, and two-time
winner of National Contact Centre of the Year.
Neil believes that employee engagement is the foundation
of a great customer experience and insists that businesses
wishing to compete in today’s age of digital disruption, have
an obligation to provide their staff with the necessary training,
ongoing development and effective tools at their disposal to
ensure the optimal Customer Experience.
Neil is currently the Managing Director of Solutions Space
Consulting, a Perth-based service consultancy which aims
to educate businesses that service should be your only old
fashioned idea.
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
4. Friday, 26 August 2016
Conference Agenda
8:30 Registration and Welcome Coffee
9:00 Chairperson’s Opening Address
Chris Smoje, Founder, DIME™ Customer Service
TOWARDS WORLD-CLASS CUSTOMER SERVICE
9:10 Keynote: Embracing the shifting trends in customer service and
customer expectations
• Moving beyond “customer service”, towards “customer engagement”
• Understanding the changing trends of customer service – and what
these changes mean for you and your organisation
• Analysing the emergence of “Omni-Channel” services and its integration
(i.e. in-store, Internet, phone, email, chat, video, etc)
• Mapping the future of customer service and what it entails
Steve Mitchinson, Director of Customer Service Delivery, WA
Department of Transport
9:50 Case Study: Excellent customer service starts from within
• Connecting the dots between employee engagement and customer
satisfaction
• Striving towards customer satisfaction to demonstrate excellent
customer service
• Developing the business case for both employee and customer
engagement – How do they affect the organisation’s productivity and
bottom line?
• Practical strategies and advice for achieving excellent customer service
Aaron Tighe, State Manager, Western Australia, Macquarie Telecom;
2014 National Customer Service Excellence Awards Large Enterprise
Gold Medal
10:30 Morning Tea
MEASURING AND MANAGING CUSTOMER SERVICE
11:00 The City of Canning’s short and sweet journey to achieving
customer service excellence
Three years ago, the City of Canning Council was suspended, and
following an Inquiry, subsequently dismissed. A year later, under
local government reform, the Council was preparing to be abolished.
Despite these seemingly insurmountable challenges, the Council’s
leadership team was determined to create a culture of customer service
excellence. This presentation will outline the journey to achieving
this goal, culminating in the City of Canning proudly winning two
national customer service awards in 2015 and the International Service
Excellence Award 2015.
Jay Ellis, Customer Service Manager, City of Canning
11:30 The Water Corporation’s journey towards becoming a customer-
centric organisation
• Driving a customer service cultural change in a monopolistic
organisation.
• Overview of the core projects under the Corporation’s Customer
Experience Program.
• Challenges and learnings associated with the delivery of the program.
Paul Tuffin, Program Manager, Customer Experience and Customer
Insights, Water Corporation
12:00 Case Study: Designing your Contact Centre for the 21st
century and
beyond
• Recognising the importance of having a high-quality Contact Centre for
customer engagement, retention and satisfaction – How they shape your
customer’s perception
• Training, engaging and empowering front-line employees to deliver the
right information at the right time across various customer touch-points
• Re-inventing your Contact Centre to tailor with the customers’ needs of
the 21st
century
• Examining best practice strategies to integrate the Contact Centre into
organisations
Tracy Thompson, Manager, Housing Direct, WA Department of
Housing; 2015 Auscontact Awards State Customer Experience
Champion for WA
12:30 Networking Lunch
IMPROVING CUSTOMER SERVICE: CUSTOMER ENGAGEMENT,
JOURNEY EXPERIENCE
1:30 Personalising the Experience: Creating an effortless customer
experience from start to end
• Building and strengthening customer relationships across multiple
touch-points
• Streamlining all touch-point interactions for your customer to ensure
consistent, efficient and well-communicated delivery of customer
service
• Utilising appropriate channels to meet customers’ needs and demands
• Adopting “Omni-Channel” service options to shape your customer’s
experience
Max Clarke, General Manager, Contact Centres, Bankwest
2:10 Panel Discussion: Driving a customer-centric culture within your
organisation
• The challenge of alignment – Organisational culture and customer
satisfaction
• Attaining senior management and employees’ buy-in to your
organisation’s re-invented “customer-centric” vision and culture
• Discussing best practice strategies to effectively embed the “customer”
into your organisational culture
• Overcoming challenges involved in promoting a customer-centric culture
Grant Yonge, Group Manager, Contact Centres, Silver Chain Group
Stewart Bazzica, Customer Satisfaction Program Director, IBM
Gail Murdoch, Customer Relationship Manager WA, Superpartners
3:00 Afternoon Tea
IMPROVING CUSTOMER SERVICE: DIGITALISATION AND INNOVATION
3:30 The Digital Age: Leveraging data and analytics for better delivery of
customer service
• Knowledge is key – Utilising data and analytics to create a competitive
edge through more targeted and personalised customer service
• Understanding the type of data needed and where to obtain the data
• Demonstrating how the proper use of data leads to improved delivery of
service
Josianne Fortin, Manager, Customer Insights and Retail Strategy,
Synergy
4:10 Panel Discussion: Embracing digitalisation to improve customer
service delivery
• Outlining the impact of the digital revolution on your customers and
organisation
• Opportunities and challenges involved in digital transformation
• Understanding how going digital enhances positive customer
experience and drives profitable customer behaviour
• Communicating the integration of traditional and digital channels to
ensure that employees are equipped with the right skills and knowledge
to provide quality service
• Practical advice – What should you take note of before making this
move?
Mark Balding, General Manager, ICT, Bethanie Group
Colin Smith, Manager, Customer Experience, Synergy
Paul Shenton, Customer Service Manager, Siemens Healthcare
5:00 Chairperson’s Closing Address and End of Conference
REGISTER NOW! T: 02 9368 3916 www.improvingcustomerservice.aventedge.com
5. REGISTRATION FORM
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12. If, for any reason,‘Aventedge’ decides to cancel or postpone this conference,‘Aventedge’ is not
responsible for covering consequential costs’ (airfare,hotel,or other travel costs) incurred by clients.
13. Completing and returning this Registration Form to us implies acceptance of the above Terms
Conditions.
Occasionally your details may be obtained from, or made available to, external companies who wish
to communicate with you offers related to your business activities.
REGISTER NOW - 4 EASY WAYS
Benjamin.Porter@aventedge.com.au
Call now on +61 2 9368 3916
Mail this completed form together with payment
to Aventedge at: P.O. Box 1654, North Sydney NSW 2060
Pay with your credit card online - visit:
www.improvingcustomerservice.aventedge.com