Event - Call Center Summit for Public Sector 2015

Cost-Effective Strategies for Service Excellence

The increasing expectations for public-sector service levels necessitates a hard look at whether your current call center operations have the capability to deliver adequate user-centered experiences, while driving a culture of efficiency and effectiveness.

Call Center Summit for Public Sector 2015 will focus on the most efficient tools and capabilities to help you improve operations and delivery more satisfactory services, all while controlling costs and make smart investments.

Whether you’re looking to buy or replace CRM tools, sharpen up your IVR or overhaul your call center operations entirely, this three day agenda is packed with workshops, roundtables and thought leading presentations to ensure you walk away as the go-to service leader in your organization.

If smart, robust service and administrative strategies are your priority, you won’t want to miss Call Center Summit for Public Sector 2015 as we dissect the keys to success.

Topics we’ll cover in the main conference include:

Articulating the Service Mission…Up, Down, and Across the Organization
Embracing VoC (Voice of the Customer) to Make Strategic and/or Systemic Change (Feedback Management)
Executive Panel: Building a Continuous Improvement Culture
Improving Your Service Metrics by Igniting Agent Effectiveness
Public Sector Service Strategy in the Digital Consumer Economy
Segmentation, Personalization, and Messaging for More Efficient Operations
Integrating Call Center Strategy with Organizational Strategic Planning
Revitalizing IVR:Improving the Experience from Your User’s Perspective
Transformational Initiative: Implementing a 3 Year Vision of the Call Center
Is Your Service Strategy Aligned with Changing Customer/User Demographics?
Quality Monitoring Across Channels Using FCR &Other Critical Metrics
Real-Time Knowledge Management for Service Excellence
Creating a New Organizational Perception of the Call Center
Beyond the Surface: Utilizing Your Call Center Data to Uncover New Efficiencies
Leveraging Multi-Channel Technology to Drive Service Excellence
Building an ROI Model for Call Center Investments
Journey Mapping: Designing Services from Your Users’ Perspective
How Robust is Your Self Service, Really?
Playing the Offense: Driving Personal and Proactive Customer Relationships
Smart Strategies for Moving Applications to the Cloud
Talent Accelerator: Training Savvy Agents to Increase Resolution Metrics