1st October 2009
Contact Centre Management... by world leading experts. Telecommerce are to be included in a new series of talks. Steve Pink has contributed a seminar setting out how important planning and service delivery management are to positively manage customer experience.
In early 2009 Steve Pink – Managing Consultant at Telecommerce – was approached by Henry Stewart Talks (www.hstalks.com), very keen that he should contribute a seminar in their new series on the latest thinking in contact centre management, edited by Ann-Marie Stagg, Chair of the Contact Centre Management Association. Henry Stewart Talks publishes animated audio visual presentations by world leading experts providing advanced content in a user friendly format. They are steadily assembling a library of talks, available online and marketed to the business and academic communities; this series will form part of that library.
Steve has authored a seminar talk under the title of “Plan & Deliver”... Planning to achieve high quality Service Delivery in a Customer Contact environment.
The talk covers...
- Developing a business process model
- Budgeting & Planning
- Forecasting & Scheduling
- Real-Time Management
- Performance Management & Process Improvement
- Investing in planning and service delivery to positively manage customer experience.
The talk is scheduled for publication in December. Anna Grigorieva-Berryman, producer of the series for Henry Stewart Talks has said everyone at HST and the editor Anne-Marie Stagg are very excited about this particular series... “We have a fantastic speaking faculty and can fully expect to put together an outstanding learning resource on contact center management... thank you again for contributing to this project”.
www.hstalks.com |
