In the current economic environment, customer satisfaction and resource maximization have take on increasingly vital roles within the contact center. Through this two part webinar series from ICMI, you'll learn how to MEASURE and MANAGE data, and MAXIMIZE the resources you already have.
Attendance is free, but pre-registration is required.
WEB SERIES PART I:
Customer Satisfaction Measurement and Management
Date: Tuesday, September 28, 2010
Time: 10 AM Pacific time / 1 PM Eastern time
Duration: 90 minutes
Sponsored By
Overview: Although it is commonly recognized that customer satisfaction is the key to increased market share and profits, most companies are unable to accurately define, measure and manage it. What is the impact of how and when to measure it on the quality of the data? This webinar will reveal the answers.
Featured Speaker
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Claes Fornell
Professor and Director of National Quality Research Center, University of Michigan and Chairman, CFI Group
Claes Fornell is one of the world's leading experts on Customer Satisfaction Measurement and Customer & Employee Asset Management, and is responsible for the development and design of the American Customer Satisfaction Index (ACSI), a national Economic Indicator.
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CLICK HERE to register at no cost for "Customer Satisfaction Measurement and Management."
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WEB SERIES PART II:
Maximizing Resources to Drive Strategic Value
Date: Thursday, September 30, 2010
Time: 10 AM Pacific time / 1 PM Eastern time
Duration: 90 minutes
Overview: Most centers have plenty of technology that is underutilized, over-invested, or just plain not delivering business value. Webinar attendees will learn how to take a step back and identify opportunities to improve the value they are getting from their current resources.
Featured Speaker
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Robert Stevenson
Renowned Speaker and Author
With over 25 years of extensive corporate and entrepreneurial experience, Robert Stevenson has owned several companies, established and maintained hundreds of international accounts, and maintained a worldwide sales force, He is also the author of, "How to Soar Like an Eagle in a World Full of Turkeys: A Practical Guide to Personal and Professional Achievement."
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CLICK HERE to register at no cost for "Maximizing Resources to Drive Strategic Value."
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