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?
Please reach out to us to know answers to these questions and to understand some path breaking principles in customer service management.
All Masterclass sessions are conducted by M. D. Ramaswami.
Who Should attend?
• Customer Service Heads
• Quality Heads
• Operations Head
• MIS Heads
• Marketing Heads
• Outsourced Partner Managers
• 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