How to Build an Award Winning Customer Service Centre - 20th September
Join us for a day of stimulating presentations from industry-leading experts and award winners from some of the best Customer Service Centres.
Location: Raffles Hotel, 'The Casuarina Suite', Singapore
Date and Time: 20th September 2013, 08:30 to 15:30
08:30 Networking and Breakfast
09:00 Welcome & Introductions - Julian Corden, Regional Director, Sabio
09:30 The Secrets of Award Winning Customer Service Centres - Stuart Dorman, Judge of the European Call Centre and Customer Service Awards.
Fresh from judging this year's European Customer Service and Contact Centre Awards, Stuart Dorman will share some cutting edge ideas that are helping organisations across the globe to win awards and deliver exceptional customer service.
10:30 European Award Winning Customer Service Centre Lebara – Case Study
Hear how Lebara developed and deployed an integrated technology and people-led customer contact strategy, securing record NPS scores for the sector, as well as a proven agent retention process. Subsequently, Lebara, the mobile telephony specialist, secured the Large Contact Centre of the Year accolade at the European Call Centre and Customer Service Awards.
11:15 Driving best practice through Workforce Optimisation - Michael Andrews, Head of WFO Practice, Sabio
Michael will demonstrate the value of effective workforce optimisation and how this can increase the performance of your Customer Service Centre. During this session we will look at best practice operational process, provide a demonstration on the use of market leading WFO solutions and offer guidance and examples of how to build a business case.
12.30 Lunch and networking
13:15 Better use of technology - Stuart Dorman, Judge of the European Call Centre and Customer Service Awards.
Are you fully exploiting the capabilities of your existing technology? Not many contact centres are! Sabio's consultancy team will share some common pitfalls as well as exploring ideas on how to get more from your technology investments!
14:00 APAC Award Winning Customer Service Centre DPDHL – Case Study - Dave Kelly, VP Global Customer Service & Sales IT
Dave will outline how DHL – the world's leading logistics organisation – has successfully deployed an award-winning global customer service centre that delivers significant operational efficiencies and customer service performance improvements across the region.
15:00 Wrap Up and Prize Giving - Julian Corden, Regional Director, Sabio
15:30 Close –networking drinks, Raffles Hotel