MANAGEMENT TIPS, TACTICS & STRATEGIES FOR SUPERVISORS
the customer experience is an important element in today's call
center environment and the way your agents handle customer experience
is a key differentiator between you and your competition. Proper
management of the customer experience can result in increased profits,
employee engagement and performance levels. Harnessing customer
feedback and using it as business intelligence will catapult your
organization to the next level. Join your hosts Bill Haeffner and
Mohan Nair, on their collective insights and give you ideas, methods
and tools that you need to implement or improve your contact center's
quality and customer experience strategy. Small and medium-sized
call centers seem to be left out when it comes to providing productivity
tools that can fit their specific needs.
After a 20 year career
in the Call Center business I became increasingly frustrated that
the best tool I had for forecasting, budgeting, scheduling to track
performance ended up being a series of unrelated Excel Spreadsheets.
If you are using Excel to manage your call center and find it to
be less than perfect for your needs this seminar is for you. In
this presentation, we will discuss how to collect less data yet
reap powerful results. By sharing a story of personal frustration
and discovery, you will hear about a story that will be all too
familiar to most small to medium sized call centers. We will discuss
how of all the measurements we have available we still don’t
have an off the shelf tool that can be adopted to the specific needs
of your center. Along the way we will provide an educational history
of discovery and why the industry has such a difficult time using
the information from a phone switch to improve productivity
• How the basic forecast is the foundation of call center
planning and how to make it easier. (know your workload before all
• How to schedule your staff so you meet customer demand (match
staff to historical call arrival patterns)
• How even with the best staffing plan, you cannot succeed
unless your staff is working at the expected level of productivity.
• Why your phone switch reports do not tell you the full story
of what is going on in your call center.
• We will explain a simple yet powerful productivity metric
that will give you confidence your staff is highly productive or
show you how to get to the performance level you want.
Who Should Attend?
This webinar is a must for:
• Small to medium call center leaders that are looking for
economical ways to improve service levels with current staff.
• Call Center Supervisors that desire personal satisfaction
and professional development in the Call Center Industry.
• Senior Leadership members responsible for customer service
• Anyone that wants to understand Call Center basic fundamentals
explained in a way you can understand and use in your daily work
William J Haeffner
Workforce Admin, LLC
has been a Call Center Professional for over 20 years. His career
spanned leadership positions in small to large virtual call centers.
During his career, he discovered creative ways to motivate employees
to higher levels of quality and performance through focus on positive
measurements and immediate access to personal performance information.
Bill works from the conviction that no employee wakes up thinking
– “how can I go screw up today at work”. He believes
if you treat your employees with respect and as the adults that
they are, in return they will reward you by giving their best to
meet the goals that you have set for them. The key is to provide
an easy to understand and measure standard that is a pursuit of
doing more of something not trying to make someone do less of something.
“If you can get people focused on doing something positive,
there is less time to do something negative!”
Bill’s career includes
direct management of staff. He has successfully mentored a series
of Supervisors and Managers into successful Directors in the Customer
Service Industry. He was instrumental in the purchase and implementation
of 5 multi-million forklift phone system replacements and has worked
as a vendor in the call center technology space. These positions
allowed Bill to accumulate a unique perspective on tools that help
improve productivity and morale while avoiding the feeling that
big brother is looking over your shoulder.
Lean Six Sigma Black Belt
Director of Continuous
The Nair Consulting Group, Toronto, Canada
Personal Motto: "Preserving the present is living in the
Call Centers oversee their core operational functions, including
Strategic Sourcing, QA training and Quality Optimization strategies
using LEAN and ITIL to deliver value to organizations seeking competitive
advantage over their industry peers.
In this key role he draws
upon his 20-year track record to drive continuous improvement projects
across an enterprise which has resulted in significant improvements
in Contact Centers, 3rd Party Providers and Shared Services Units.
Prior to this role, Mohan
was the Director for Lenovo Asia located in Singapore, an $8 billion
multinational corporation from China. While there, Mohan was responsible
for managing multiple projects in the ASEAN and ANZ region. Before
that leadership role, Mohan was VP of Operations for HSBC Global
Resourcing in Kuala Lumpur, Malaysia.
He also held several
senior management roles for Fortune 500 companies in North America.
Mohan holds a MBA from the University of Southern Queensland, Australia
and is a member of the American Society of Quality. He is a prominent
speaker having presented at leading conferences delighting audiences
with his unique insights on the effectiveness of incorporating LEAN
and Best-in-Class Analytics Methodologies.
Date: Thursday June 28, 2012
Internet & Audio Connection, feel free to have your entire team
present for one low price)
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