Call
centres - friend or foe?
Is
your call centre delivering its full potential? Well-known
industry expert John Goodeve-Docker will be lifting
the lid on how organisations can ensure they're getting
the most from their call centre at a seminar on April
17.
Industry
statistics show that half of all call
centres regularly fail to perform.
With a track record that includes
chairmanship of the Association of
Telephony Integration Users (ACTIUS),
John will be examining why this happens
and look at how much failure is costing
businesses.
In
addition, he will tackle the thorny
issue of whether call centres really
play an integral part in a company's
CRM strategy - or if they are simply
just a department where calls are
handled.
The
London-based seminar, which runs from
9.30 am to 12.30 pm, is being sponsored
by Interchange Group, specialists
in Information and Communications
Technology.
As
a key part of the session, Interchange's
director of business strategy, Pete
Neville, will focus on the need to
guarantee return on investment in
IT by working with companies who are
prepared to share the pain.
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