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PROGRAMME : Upcoming Contact Centre Breakfast Events

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08:00 - 08:30
Registration & Breakfast
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08:30 - 08:35
Welcome and Introductions
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08:35 - 09:20
Improving Customer Experience by Using Customer Insight
  • The Problem - getting an accurate reflection of customer experience and adviser performance.
  • The Solution - implementing a different survey approach to gather more timely and actionable customer feedback.
  • The Result - how O2 are using customer insight to improve customer experience, adviser performance and operational processes.
Lisa Hulme-Vickerstaff - Head of Customer Service Research,O2  
 
 
09:20 - 09:30
Coffee Break
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09:30 - 10:15
O2 Desktop Programme
  • The trouble with systems - The problem
  • The impact of the problem - People, Quality, Cost
  • The solution - Unified Desktop
  • The results - Benefits for everyone
Paul Elkington - Head of Customer Service Desktop and Telephony,Telefonica O2 UK  
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10:15 - 11:00
Tour of contact centre
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11:00
Q&A
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