CBI's 2nd Annual Contact Center Management for Utilities Conference; Best Practices for Cost Reduction, Multi-Channel Integration and Performance Measurement.Energy Editors/Business Editors WOBURN Woburn, village, England Woburn (w  `bərn), village, Bedfordshire, S central England. , Mass.--(BUSINESS WIRE)--July 22, 2003
The Center for Business Intelligence is pleased to announce its 2nd Annual Contact Center Management for Utilities conference, September 24-25, 2003, in Chicago, IL. Register by July 31st and save $400! "The conference broadened my understanding of daily challenges other companies face and the future of call center vs. contact center." - 2002 Conference Attendee at·tend·ee n. One who is present at or attends a function. See Usage Note at -ee1. attendee Noun a person who is present at a specified event Noun 1. , Pam Kemper, Director, Customer Service Center, Dominion dominion, power to rule, or that which is subject to rule. Before 1949 the term was used officially to describe the self-governing countries of the Commonwealth of Nations—e.g., Canada, Australia, or India. VA Power Now more than ever utilities are faced with the dual challenges of trying to ensure the highest level of customer satisfaction while at the same time carefully monitoring productivity and costs. Utility companies that are scoring highest in customer satisfaction are often the very ones leading the industry in world-class contact center management, corporate cultures that drive excellence in service, or simply the implementation of the finest management tools and proven business practices for superior results. Attend CBI's 2nd Annual Contact Center Management for Utilities conference to learn how to improve efficiencies and quality of customer service, how to provide exceptional customer care while reducing costs, and how to make best use of metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. available to assess customer satisfaction with service performance. This conference features a Keynote Address keynote address n. An opening address, as at a political convention, that outlines the issues to be considered. Also called keynote speech. Noun 1. by Todd Todd , Sir Alexander Robertus 1907-1997. British chemist. He won a 1957 Nobel Prize for his study of nucleic acids and nucleotide structures. Arnold, Vice President of Customer Strategy and Call Center Services at Cinergy. Mr. Arnold will talk about how Cinergy managed to reduce costs by 30% in four years while at the same time winning national awards for customer satisfaction. You will learn from case study strategies for building optimal performance into web, email and IVR/Voice recognition systems, and proven methods to effectively drive customers to automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. services without driving them away. Case study innovations in building fully integrated contact center powerhouses and achieving excellence in multi-channel service delivery, including sound usability How easy something is to use. Both software and Web sites can be tested for usability. Considering how difficult applications are to use and Web sites are to navigate, one would wish that more designers took this seriously. See user interface and usability lab. tools for measuring outcomes will also be presented. Plus, choose from two pre-conference workshops, Wednesday, September 24, 2003: Workshop A - Tailoring Voice Response Technology to Work for Utilities Workshop B - Best Practices for Outsourcing Your Contact Center To register, or for more information, contact Kerry McQuilkin, P: 781-939-2441 or e-mail kerrym@cbinet.com. Get the complete agenda at http://www.cbinet.com/events/PB380/index.html. |
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