Rod Jones CRM & Contact Centre MasterClass
Seminar Content

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MASTERCLASS SEMINARS – More Information

WHO SHOULD ATTEND THE ROD JONES MASTERCLASS ?

Those who will derive immense benefit from this seminar include the following:

  • Call Centre and Contact Centre Managers.
  • Senior Supervisors. (Being groomed for contact centre management)
  • Customer Service Managers.
  • Marketing Managers.
  • Human Resource Managers.
  • Senior Trainers.
  • Information Officers.
  • Financial Managers.
  • Procurement Managers.
  • IT/ICT Managers
  • Contact Centre Project team members.
  • Team Leaders and Supervisors
  • Project Teams involved with planning or implementing customer service or call centres.

SENIOR EXECUTIVES : Contact me for details of my CRM and Contact Centre Thought Leadership Seminars. These smaller (10-15 executives), highly interactive one-day facilitated seminars are ideal for well-seasoned CRM and contact centre executives seeking to exchange leading edge strategic thinking with like-minded industry professionals.

WHAT MASTERCLASS DELEGATES WILL LEARN

  • Understanding Customer Service
  • How to develop your Customer Service Strategy.
  • The Principles of CRM and Customer Retention
  • Customer Engagement Measurement
  • Customer Effort Score
  • Developing the Contact Centre Operational Model
  • Optimising existing call centres
  • Operational Dynamics
  • Designing Call Centre Organisational Structures
  • Defining Roles & Responsibilities
  • Staffing Essentials
  • Job Descriptions
  • How to Design & Refine Business Processes
  • Defining and Implementing Quality Management
  • Understanding all of the key technologies & how and when to use them
  • Voice over IP & IP Telephony
  • Establising Baselines & Benchmarks
  • Call Centre Assesement and Auditing
  • Call Centre and BPO Standards—how to implement
  • Fundamentals of Quality Assurance
  • Workforce Management Techniques
  • Performance Management
  • The Fundamentals of Planning & Project Management
  • How To Develop a Project Team
  • Budgeting & Finance
  • Procurement Processes
  • Outsourcing Options and Hosted Technologies

SOME HARSH REALITIES

Over 75% of new or rebuilt call centres fail to achieve their strategic objectives within the prescribed time-frames.
Lack of adequate planning is usually the root cause.

As many as 80% of all new call centre projects experience monumental budget over-runs caused by ‘Scope Creep’
and a lack of knowledge within the organisation.

Most call centres achieve less than 50% of their potential to deliver high quality customer service.
The solutions lie in the processes and the techniques - not necessarily acquiring more technologies.

In most cases it is possible to achieve on-time / on-budget deployment and high levels of service excellence with KNOWLEDGE-BASED executive and management decisions are fundamental to planning.

Rod Jones
Internationally recognised call centre analyst, consultant, trainer and management & executive coach
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