Edition 5
Direct contact and contact centers play a tremendous role in marketing-, sales- and service communication. Developments in the field of telecommunications have led to an explosion of different channels from and towards the customer. Managing these channels without a contact center is almost unthinkable. The success of contact centers varies and depends largely on its management.
Content
The Contact Center Operating Model and the Contact Center Maturity Assessment offer management both grip and vision. The programme is based on this universal useable framework, that allows:
Ø To understand the contact center as a value driver and claim its position within the company
Ø To define and carry out management priorities
Ø To develop and execute a contact center strategy
Ø To benchmark own performance
Teaching staff
The programme is supported by an international team of academics and captains of industry.
Starting date
The programme starts off with a residential opening seminar of the 14th and 15th of January 2011. Subsequently there are courses on Mondays from 1h30 pm till 8h30 pm until June 2011. In September 2011 participants present their dissertation to the jury.
Why choosing this programme?
This training programme is unique in Flanders. Never before the sector was offered a training as complete as this. Experience and research fundament this concept, which has already proven its solidness.
Ø Coherent and practical program
Ø Excellent teaching staff (score 8,7/10)
Ø Academically founded and a good mix of theory and practice
Ø Individual coaching from teachers during writing of dissertation
Ø Courses on Monday afternoon
Ø Team spirit and good interaction between participants
What do former participants think about this programme? Click to see movie.
Registration fee
6000 euro VAT excl. per participant.
The House of Contact Centers is certified by Qfor.
Participants working for a SME located in Flanders get a 50% reduction
on the registration fee with a maximum of 2500 EUR pp. For more information or registration please visit www.kmo-portefeuille.be or contact us.
