Customer Contact West 2019

Event Details

October 27 – 30, 2019
Hyatt Regency Huntington Beach Resort & Spa, CA

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Sitel’s session details:

Monday October 28th |  1:45 PM
Speaker: Sandy Ellis

Connecting VOC with Operational Drivers

This workshop will enable participants to capture proven strategies designed to interweave the customer voice within the service delivery framework. Leaders will leave this session with a road-map containing actionable strategies to design, plan and execute key elements that are tailored and aligned to achieving company objectives while harnessing the power of your greatest source of information; your customers. Your individual plan will enable you to immediately begin working toward creating an optimized service environment based on a sustainable continuous improvement culture that facilitates and rewards service excellence.

Key Take-Away’s:

  • Sound tactics to navigate through barriers such as ‘paralysis by analysis’, limited resources (dollars and people), conflicting priorities, among others
  • Learned strategies that apply across industries
  • Utilizing a collaborative approach to build a network of champions while gaining positive momentum
  • Personalized road-map based on the STAR model; Strategy, Structure, Processes, Rewards and People