Customer Experience Management for Team Leaders & Professionals
Details
Seminar Objectives:
If you haven't heard people talking about the Customer Experience then the only question would be - where have you been?
From major global empires down to superbrand nationals, SMEs and even small family shops - the Customer experience is the way to go.
Today's Customers have more Voice, Choice and Expectations than ever.
But too few folks can articulate a proper definition of Customer Experience - what is it, how does it work, what are the steps to implement?
If you work in Service - and particularly Contact Centres - what does this mean? What aspects of great Contact Centre management remain the same? Which aspects are changing?
In this intensivel two day course we will address all aspects of what CX means, how it relates to other buzzwords, how it is measured at an organizational level and what it means down at the 'function' level such as Contact Centre or Service Centre.
We address definitions of CX, evaluation of the emotional experience, journey mapping, surveying, random sample calculations, Contact Centre measures success and much more.
Get yourself equipped with a strong background in CX and you'll be better positioned to assist your organization in it's CX efforts.
Course Material: A Participant Guide including course material, exercises and articles is included
Venue: OmniTouch Training Centre, 530A Geylang Road, Singapore 389486
Speaker: Daniel Ord
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
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