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TRACK 3 : Process Excellence
20th Sept 2008
10 : 00 am - 06 : 00 pm |
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| ICMI Workshop |
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| A Crash Course in Service Level, Quality & Productivity |
This eye-opening seminar unlocks the secrets of harnessing service level and quality. Taught by Brad Cleveland, a prominent author and consultant, this lively course is a must for directors, managers, analysts and those in support positions. In step-by-step format, you’ll learn fundamental dynamics behind service level - occupancy, service level - trunkload and staff requirements and what it takes to put it all together to create a quality experience for the customers. Whether you are a new manager or a veteran in search of a dependable refresher, this session provides the knowledge and confidence you need to excel in today’s demanding moment-by- moment customer contact environment. |
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Brad Cleveland
President, International Customer Management Institute (ICMI) |
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| About the Trainer |
Brad Cleveland is President of the International Customer Management Institute (ICMI), part of San Francisco-based Think Services. Brad is author of eight books, including Call Center Management on Fast Forward, which received an Amazon.com best-selling award.
ICMI is the world’s recognized leader in management knowledge and performance standards for customer contact centers. ICMI established the world’s first educational program and first publication for call center managers, over two decades ago. The organization has since built the profession’s most powerful set of services, including consulting, certification programs, training services, conferences and executive briefings, research services, publications and multimedia resources, and the industry’s pacesetting membership community. |
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| Who Should Attend |
COOs, Directors, Presidents, Vice Presidents, General Managers, Chief Managers, Senior Managers & Heads of
• Operations
• Process
• Service Delivery
• Process Migration
• Transition Management |
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| Think HDI Workshop |
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| Knowledge Management Best Practices within Service Management |
Explore the following principles:
• Knowledge must be captured in the customer context.
• Knowledge must be structured to promote consistency, findability, and usability.
• Knowledge is dynamic.
• Knowledge has a life-cycle.
• Perfection is neither required nor desirable.
Gain a practical understanding of how to properly integrate the capture, structure, and reuse of knowledge into the incident management process so as to improve service effectiveness and efficiency. Discuss the challenges of implementing knowledge management and how you can successfully get others to support this initiative. Discover how to manage knowledge as the product of the support center.
Key Takeaways:
• The KCS Model
• Sample knowledge templates
• Exercises to promote dynamic knowledge
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Rick Joslin
Executive Director of Certification & Training |
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| About the Trainer |
Rick Joslin is the Executive Director of Certification & Training for HDI. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. |
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| Who Should Attend |
• AVPs
• Service Delivery Leaders (SDL)
• Operations Managers
• Senior Group Leaders
• Group Leaders
• Team Leaders |
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© 2008 UBM India Pvt. Ltd. All rights reserved. |
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