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Contact Center Summit
| Venue: | Golden Tulip Paulista Plaza | ||
| Country: | Sao Paulo, Brazil | ||
| Start Date: | End Date: | ||
| Categories: | Telecom Products | ||
CONFERENCE DESCRIPTION
Contact Center Summit is all about managing people, quality, cost management and introduction of new technology to ensure best customer management. This is the only platform of its kind where dynamic aspects of strategic relationship with clients as well as monitoring programs and management processes to optimize quality care will get perfect delineation.
Contact Center Summit is the perfect conglomeration of 29 case studies and two workshops which will help to achieve operational excellence while ensuring customer satisfaction. Keynote session along with debate and discussion will certainly raise the stature of this summit among its similar counterparts. Therefore customer relationships management will witness a new dawn through the execution of this summit.
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Conference Programme
Day 1 Programme, 29-May-2012
Summary : The conference starts with registration,discuss on restructuring of a call center that promotes quality and customer satisfaction.
08:00 AM - 10:30 AM
Reception and Registration for the workshop: Implementing the Lean Six Sigma in service areas to ensure excellence and add value to business
10:30 AM - 10:50 AM
Networking coffee break and accreditation for the conference
10:50 AM - 11:00 AM
Opening of conference by the President of Mesa
11:00 AM - 13:00 PM
Implementation of effective action in hiring, training, motivation, training, promotion and retention of talent
11:01 AM - 11:40 AM
1st Case - Itau Unibanco
Claudio D'Avila Luis Alves , Superintendent of Central Service , Ita-Unibanco
11:40 AM - 12:20 PM
2nd Case - Brazil BRF Foods
Vanya Elaine Granemann , Coordinator of Human Resources and Training & Development , BRAZIL FOODS
12:20 PM - 13:00 PM
Practice effective to reduce the high turnover and very high rates of absenteeism in the contact center
Rodrigo Rosa , Manager of Customer Relations , MOTOROLA
13:00 PM - 14:30 PM
Lunch
14:30 PM - 15:00 PM
How to effectively manage complaints and the importance of a support model to ensure proper quality and brand loyalty and relationship with customers and consumers
Anilta Souza Milamonti , Manager of Customer Service , Sayerlack
15:00 PM - 15:30 PM
How to effectively manage the outsourced contact center and the importance of a model support system that guarantees quality service to customers and consumers
Leila A. Perez Sanchez , Executive Manager of Client Services , VOLKSWAGEN BANK
15:30 PM - 16:00 PM
What is the best model for your company and the most appropriate
Wanda Maria de Matos , Manager of Market Intelligence , SAINT GOBAIN
16:00 PM - 16:30 PM
Networking coffee break
16:30 PM - 17:10 PM
Restructuring of a call center that promotes quality and customer satisfaction
Ana Maria Marco , Consumer Relations Coordinator , MATTEL OF BRAZIL
17:10 PM - 17:50 PM
Quality and ways to ensure these standards with the use of indicators in customer service
17:50 PM - 18:30 PM
Optimization processes and how to apply effective methods to ensure quality customer service
Rosana Bergamo , Senior Manager of Quality and Training , EBay
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