PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER FOR YOUR CUSTOMERS

[S061-1111]

WAKTU

Tanggal 22-23 November 2011

TEMPAT

Estubizi Business Center, Setiabudi Building 2 Lantai 1 Jl.HR.Rasuna Said ,Kuningan

INVESTASI

Rp 3.500.000,-

INSTRUKTUR

ERAWAN SUPRIATNA, S. Kom ( Senior Praktisi )

DESKRIPSI

PROGRAM OUTLINE:
Your take away:
The knowledge of managing your customers satisfaction
Optimization of your operation cost
Improving the workforce productivity through performance tracking
Identified necessary technology and infrastructure for contact center
Ability to identify key performance measurements in Contact Center

What You will Cover
I. Contact Center, the heart of your service to Customers
Contact Centre background
Contact Centre benefits
II. Managing Operations in Contact Center
Managing Your Contact Center Representatives
Real time floor management
Providing necessary knowledge and skills
Quality assurance
III. Supporting the Contact Center
Work Force Management
Operational data analysis
IT and Infrastructure enabler
Conducive Work place
IV. Building your Service Standard
Greeting
Probing
Delivering accurate solution
Closing
V. IT and Infrastructure
CTI
CRM
Workforce Management application
Observation Tool
Knowledge management application
VI. Measuring your Performance
Customer satisfaction
Service Level
Cost effectiveness
Defect elimination

Siapa yang harus hadir :
Manager and Staff

Metode training: pembahasan konsep, diskusi, quiz.

INFORMASI PENDAFTARAN

Ketik SMS dengan format :
DAFTAR<spasi>
JUDULTRAINING#TGLTRAINING#NAMA#PERUSAHAAN#JMLHPESERTA#EMAIL
-kirim ke 085286451074

Contoh :
DAFTAR TRAINING ISO#2Mei2011#ARIEF#Company#3#nama@email.com

atau ISIKAN FORM BERIKUT :

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