Event Date/Time: Oct 03, 2012
End Date/Time: Oct 03, 2012
The economic decline has hit contact centres hard across all sectors. Increasingly contact centre managers are asked to deliver more with less, all the while retaining high levels of employee engagement and customer satisfaction. This is a challenge that few have managed to truly surmount. Alexandra Marsden, CCMA Contact Centre Manager of the Year 2011, delivered a stunning 50% growth in her centre while simultaneously retaining an extremely high leadership score. The techniques and skills that she has been using speak for themselves; this masterclass will enable you to get more from your employees and ultimately improve your centre's numbers. The masterclass will be relevant to all call centre managers in all sectors, as the knowledge you will acquire can be used in any centre and with any workforce.