OTTAWA REGIONAL CONTACT CENTRE ASSOCIATION

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Customer Experience in Contact Centres

  • 2015-03-26
  • 2:30 PM - 5:00 PM
Is your alignment out of whack?
March 26, 2015: Nepean Sailing Club 3259 Carling Ave, Ottawa 2:30 to 4:30 pm Benchmark Study Presentation - Customer Experience1
Aligning Customer Experience with Contact Centre Operations How do customers really view their experience with your contact centre? Is your customer experience strategy truly being delivered? Or is your alignment out of whack? This interactive session gave insights on aligning customer experience strategies with service operations. The session focused on learning the best practices that organizations are currently spending millions of dollars to identify and put into practice. Pierre Marc Jasmin, President of Services Triad presented a leading benchmark study that revealed the competitive advantages of optimizing your customer experience strategy. Services Triad is a Consulting/Benchmarking organization which specializes in contact center optimization and knowledge sharing through benchmarking. ORCCA audience members discovered how to assess the effectiveness of their operational processes and how it impacts customer experience. Trends, indicators, tools and optimization techniques provided key insights on taking the customer experience to the next level and increasing the return on investment. Download Pierre Marc's PowerPoint presentation for more information!






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