2012 Government Contact Center Workshop
| Format: | In-Person Workshop |
|---|---|
| Date: | Thursday, September 20, 2012 |
| Time: | 8:30 AM – 4 PM ET |
| Location: | GSA—One Constitution Square |
| Agenda: | Workshop Agenda |
| Speakers: | Speaker and Panelist Bios |
| Fee: | Free—Government employees only |
| Keynote Speaker: | Mark Miller, JD Power & Associates |
Description
This 1-day, in-person seminar—"Transforming Your Contact Center for a Better Customer Experience"—features panel sessions, unconference roundtables, and a lightning round:
- Panel Session: "Managing Contact Centers in Lean Budget Times." Learn strategies and examples from your fellow G3C colleagues on how they've managed, adapted and changed their strategies and approaches in managing their contact center programs in these times of decreased budgets and resources.
- Unconference Roundtables: Facilitators will lead a table discussion on topics decided upon by attendees (you can choose which topic best meets your needs). We'll likely cover benchmarking, quality assurance, customer experience, technology, key performance indicators, and IVR development and refinement.
- Lightning Round: Speakers will provide 5-8 minute highlights about hot topics or case studies.
What You'll Learn
- Strategies and tactics to lead and transform your contact center to meet the needs and expectations of your customer.
- Coaching frontline associates to be welcoming so customers feel important, valued and appreciated.
- Analyzing customer interactions, identifying opportunities for improvement, and building a plan to act on those opportunities.
- Measuring performance or customer satisfaction.
- Demonstrating the value of your contact center to management and others.
Who Should Attend
Government employees involved with contact center services.
Content Lead:
Amber Van Amburg
Page Reviewed/Updated: September 13, 2012
