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In the year 2011 the Forum “Call Centers & CRM Kyiv” will become more diverse, interesting and alive. The Forum program will consist of two large sections with 3 subsections in each of them.
In order to listen to all interested reports and be able to recuperate the reports will be changed by Sections.
TOPICS
Call Centers:Innovations
- The human factor or the automation: trends in social networking
- Use of Internet services in call centers
- Virtual contact center, call center on demand
- Contact Centre of the Future: working place of the operator of the third millennium
Call Centers:Outsourcing
- Outsourcing - basis for flexibility and innovation
- Presentation of outsourcing call centers
- How to turn a call center to a profit center?
- How professional call centers can retain the primacy while extreme appearance of a big number
of fast-growing call centers?
- Work with the complaints as the main tool for customer retention
- How to choose: inhouse or outsourcing?
Call Centers: Optimization
- HR optimization: staff motivation, efforts reduction, changes in staff thinking
- Solutions optimization
- Telecommunication optimization
- In what way costs can turn into profits and how a call center can turn into a
competence center for the customer?
- How to increase the efficiency of call centers?
CRM: Innovation
- An ideal customer service as a key competitive advantage for start-up companies and
for professional companies
- Future CRM: a new customer, a new quality - a key to success, a new marketing -
a service for the customer
- Today, tomorrow, day after tomorrow: social media and CRM - how does it work?
CRM: Optimization
- International CRM - unity despite the language barrier
- How to reduce support costs, increase revenue and build customer loyalty?
- New customer service standards
CRM: CRM modules in ERP systems
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