Noble Systems Seminar: How Workforce Management & Data Analytics Can Transform your Contact Centre
Date: Thursday 16th April 2015
Location: Noble Systems’ Offices, 11 Commerce Way, Trafford Park, Manchester, M17 1HW
Agenda:
08.30 – Registration, refreshments and light breakfast
09.00 – Introductions & Overview of the morning
09.10 – Top 10 Ways WFM Can Transform your Contact Centre
Networking Break
10.20 – Implementing Insights from Data Analytics
10.50 – Q&A Panel
11.00 – Close and coffee
Summary:
This breakfast briefing is a fast paced, high level overview specifically designed to focus on how contact centres can implement Workforce Management and Data Analytics to reduce operating expenses, improve the quality of conversations, enhance the customer experience, increase revenues and improve agent morale.
Whether selling new products or collecting past due payments, in today’s environment it is more challenging than ever to contact customers. Automated diallers have become an integral part of most outbound collection, telemarketing and outbound customer service strategies. However, these devices working alone cannot determine the right time to call the right customer and get the right result. Learn how the latest technology can balance available agent resources with probability of customer contact and customer importance, applying predictive models to help organisations schedule the best calls for each hour of the day.
Workforce Management (WFM) is the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload. Learn how WFM removes the guesswork from your contact centre planning, by carefully balancing the demands of business activities, staff requirements and your customers’ service level expectations with efficient staffing levels.
The speakers will be giving concise presentations, using real life examples of ways to improve operations, customer service and ROI.
– See more at: http://www.noblesys.com/noble_exchange/manchester2015#sthash.6ejaID4p.dpuf
This breakfast briefing is a fast paced, high level overview specifically designed to focus on how contact centres can implement Workforce Management and Data Analytics to reduce operating expenses, improve the quality of conversations, enhance the customer experience, increase revenues and improve agent morale.
Whether selling new products or collecting past due payments, in today’s environment it is more challenging than ever to contact customers.
Automated diallers have become an integral part of most outbound collection, telemarketing and outbound customer service strategies. However, these devices working alone cannot determine the right time to call the right customer and get the right result.
Learn how the latest technology can balance available agent resources with probability of customer contact and customer importance, applying predictive models to help organisations schedule the best calls for each hour of the day.
Workforce Management (WFM) is the art of having the right number of skilled people, and supporting resources, in the right place at the right time to meet the desired service levels for an accurately forecasted workload. Learn how WFM removes the guesswork from your contact centre planning, by carefully balancing the demands of business activities, staff requirements and your customers’ service level expectations with efficient staffing levels.
The speakers will be giving concise presentations, using real life examples of ways to improve operations, customer service and ROI.
To register your place at this event Click Here
For additional information on Noble Systems see their Website or view their Company Profile
