Masterclass on Customer Management

Overview

In today’s rapidly changing customer dynamics and extreme visibility of customer voice on social media, one wonders how to keep up with the pace. Great CSATs, high NPS scores, superior customer service are what companies are aiming for. But how are they going about achieving this? What is a perfect call? Is answering a customer enquiry enough? What is true quality of service? What should we measure? And how do we effectively use what we measure? Can a contact center directly drive business growth? To know answers to these questions and to understand some path breaking principles in customer service management, Celtycs will facilitate Masterclass sessions conducted by M. D. Ramaswami.

Who Should attend?

•  Customer Service Heads
•  Quality Heads
•  Operations Head
•  MIS Heads
•  Marketing Heads
•  Outsourced Partner Managers

Class 1

Deriving the voice of the customer without surveying the customer

Class 2

Using NPS as the sole performance metric

Class 3

Gaining insights from contact centre data

Class 4

Designing CRM disposition codes to reduce cost

Class 5

Aligning quality monitoring to customer expectation

Class 6

Measuring customer effort

Class 7

Tripling the quality of your man power in the same budget

Class 8

Managing your outsource partner

Look No Further. Get Started Today

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