Date: September 28, 2012
Time: 8:00am-4:00pm (registration begins at 8am)
Location: Ritz Charles,
Overland Park, KS
For more information or to register over the phone please call us at (913) 859-0020 begin_of_the_skype_highlighting (913) 859-0020 end_of_the_skype_highlighting
Make your registration Payment on-line
A great big thank you to the ACCP, FedEx and Volt for a fantastic lunch and learn on 1/26/12. Factility was fantastic, food was delicious and the company was most engaging. VITEC was honored to share information and a presentation on bringing social media into the call center. How do you get buy-in from upper management and measure for ROI? We'll run a FREE report for you on the amount of "buzz" your company is generating right NOW! People ARE talkng about you...interested in what they'e saying? Find out for FREE! Contact us
Contact Center Solutions
Every Friday at 10p/11MT/1ET
Enterprise Solutions
Every Friday at 12a/1MT/3ET
A "Honey Do" List for the Contact Center
Looking to build a Contact Center? Make note of these important considerations!
- Project Task Planning – creation and management
- Site selection (Remote vs. Brick ‘n Mortar)
- Space design and layout
- Process/business requirements (Functional System Requirements)
- Manual vs. automated process design (As Is and To Be
- Self-Serve Script Development
- Other Job Aid Tools/Product Feature and benefit aids
- Sales or customer service interaction (calls/email/chat/SMS-text) handling process
- Fulfillment
- Forecasts and Volumes – Capacity Planning for Inbound or Outbound
- Marketing coordination/integration (Internal & External Communications)
- Web presence
- Social Media Management & Response
- List Acquisition and/or Database Management
- Team/HR (onsite vs. remote staffing)
- Organization structure
- Compensation – Base plus Incentives and Rewards on KPI’s
- Supervisor and TSR/CSR staff job descriptions and recruitment
- Supervisor and TSR/CSR training design and delivery
- Reporting (KPI’s based on objectives and success)
- Quality & Performance Management (Monitoring and Coaching)
If you build it, we'd love to help!
