Workshop: Why Contact Centres Cost More Than They Should & How to Fix This!
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This document advertises a workshop on how to measurably cut contact center costs without reducing quality. The workshop will teach attendees how to cut operational costs by 10-20% without investing in expensive technology. Attendees will learn how to build business cases to secure necessary budgets and how to optimize costs related to agents, interactions, hiring and more. The workshop will provide ideas and insights attendees can implement immediately to optimize costs and enhance customer service in their organizations.
Workshop: Why Contact Centres Cost More Than They Should & How to Fix This!
- 1. How to measurably cut costs without cutting quality, in your contact centre. ContactCentreSmart presents Why Contact Centres Cost MORE Than They Should…And How to Fix This! In most organisations, contact centres cost 20 to 40 percent MORE than they should! This workshop is designed to measurably improve your contact centre operations. The workshop will lead you on a mission to: • Cut costs without cutting quality • Make smarter decisions based on 'better BI and less BS!' • Secure the budget needed to build a better contact centre If you're underpressure to cut costs and improve the service experience,withalimitedbudget,then you needto attend. You will leave with a blueprint for optimising operational costs and enhancing service delivery, which you can start implementing immediately, in yourorganisation. Date: 27th September 2018 Time: 08h00 for 09h00 start through to 16h00 Venue: Jeppe Quondam, 79 Boeing Rd East, Bedfordview, Gauteng, South Africa Cost: R 1,950 per delegate Group booking 20% discount for 3 or more Lunch and tea provided! What to bring? Your curiosity (and calculators) for a workshop that is guaranteed to leave you with ideas & insights you can implement when you get back to the office. RSVP: hilario@contactcentresmart.com
- 2. Attend this workshop to learn how to… Cut at least 10% to 20% off your operational costs, without cutting quality AND without investing in expensive technology. Build businesscases that will give you a much better chance of securing the budget you need to build a better contact centre. Objectively measure each agent's performance and contribution to organisational success. Calculate 'Customer Lifetime Value' as a means of quantifying the 'ROI on Customer Experience'. Calculate your 'cost-per-interaction', 'cost-per-seat', 'cost-per-hire' and how to optimise these costs. Understand the importance of 'Service Level' and 'Occupancy' and their impact on operational costs. Applythe 'PowerfulPoolingPrinciple'inoptimisingthe structure of your contact centre. Workshop Outline & Themes… Theme 1 – How much is my contact centre costing me? We’ll explore: How to calculate 'Cost-per-seat'; ‘Cost-per-interaction’; ‘Cost-per-hire’ etc What drives these costs up and down? Theme 2 – Where can I optimise my costs? We’ll explore: Planning your cost optimisation journey Barriers to agent productivity and how to overcome them The role of automation, AI and self-service in optimising costs Who will benefit… Theme 3 – How can I build a better business case? We’ll explore: How to quantify the 'ROI on Customer Experience' How to construct a business case that will get accepted most of the time Ways in which your contact centre generates value Call Centre, Contact Centre and Customer Care Executives & Managers Chief Operating Officers Operations Managers Supervisors & Team Leaders Workforce Managers and Specialists Quality Assurance Managers and Specialists MIS and HR Specialists Training Managers Technology Managers
- 3. Hilario Fiandeiro Hilario Fiandeiro is the founder and principal of ContactCentreSmart, an independent management consultancy that helps organisations deliver 10X betterservice experiences 10Xmore cost-effectively. As an ICMI certified management consultant, he focuses exclusively on helping customer serving professionals be more successful and customer experiences,be lessfrustratingandmore rewarding. Whenhe isnot spendingqualitytime withclientsyou can find him spending quality time with family and friends or trying to outmaneuver opponents on the squash court! For more information, please view his LinkedIn profile: https://za.linkedin.com/in/hilariofiandeiro ContactCentreSmart Dismantling Frustration. Engineering Happiness. Email | Website | LinkedIn | Twitter | Facebook Workshop Presenter…