 |
Intro Level4
|
|
|
|
|
Level 4 Methodologie
|
|
|
|
|
Customer Interaction via Remote Channels - Strategy
|
|
|
|
|
Customer Journey & Customer Experience
|
|
|
|
|
Site visit IKEA Contact Center
|
|
|
|
|
Workshop End to End Performance Management
|
|
|
|
|
Objectives & Business Activity Monitoring
|
|
|
|
|
Site visit Callexcell
|
|
|
|
|
Human Assets Management, Quality & Coaching
|
|
|
|
|
Workshop Contact Center Budgetting & Cost Controle
|
|
|
|
|
Leadership
|
|
|
|
|
Workshop Contact Center Systems, Logistics and Infrastructure
|
|
|
|
|
Closing session. "What did we learn today?"
|
|
|
|
