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19.12.2008
5th Annual Customer Contact 2009, East Executive MindXchange
Frost & Sullivan announced their next event taking place at the Hyatt Regency Coconut Point Resort in Bonita Springs, Florida, April 19-22, 2009.
This event will focus on "get smart strategies" for delivering customer excellence in today’s challenging economy. Customer satisfaction, retention, and loyalty are critical to survive and prosper in the current economic environment, and your contact center is the front line driver. Participants will learn how to deliver superior customer care despite the struggle with constrained resources.
Frost & Sullivan will be running 4 tracks are dedicated to:
Track 1: Delivering Excellence in Your Customer Experience
Track 2: Customer Contact Process Excellence
Track 3: Contact Center Technology: Building a Case for Investment
Track 4: Outsourcing, Virtual, Self Service and Beyond: Managing Your Customer Contact Portfolio
Plus 29 interactive sessions, powerhouse speakers sharing their insight and experience, and nonstop networking activities combine to make this event a smart investment of time and resources, with a guaranteed ROI.
More details at www.frost.com/ccs
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12.12.2008
Oceans Connect reports to be first UK BPO organisation to receive ISO 9001:2008
Oceans Connect, a leading UK contact centre service provider based in Runcorn, reported this week to have become the first UK BPO organisation to receive ISO 9001:2008 standard certification for quality management systems.
CEO Howard Sarna comments that the achievement of this updated ISO standard reflects Oceans Connect’s commitment to maintaining best practice systems and processes in the industry, and that this is reflected in the quality of its services to clients such as Borders, Ideal Shopping, Louis Vuitton and Macro.
PR Contact:
Vanessa Tout
tannissan mae communications ltd
7-8 powis mews
london w11 1jn
vanessa@tannissanmae.com
+44 (0) 207 243 4440
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11.12.2008
New Contact Centre Specialist joins Professional Planning Forum
Rachel Donnachie has joined the Professional Planning Forum as a Contact Centre Specialist from the Alliance and Leicester. Strengthening the ability of the Forum to champion the contribution played by resource professionals in contact centres, Rachel will provide support to the team of Senior Specialists.
The Planning Forum has almost doubled the size of its team in the past few years, in response to both the needs of its growing membership, its increasing portfolio of events and its broadening reach. Rachel will help to develop the work streams which focus on more specialist aspects of the planning process such as Strategy, Outbound, Homeworking, Back Office and Management Information.
Rachel arrives from the Alliance & Leicester, where she had successive roles in Real time, Back office planning and MI analysis.
“We are delighted to welcome Rachel to the Forum. She brings a wealth of different experience to the team and her knowledge of back office planning and MI is already proving a valuable benefit to our members”, explains Steve Woosey, Director of the Professional Planning team.
“I have been a member of the Forum for many years and have always aspired to join the team. I am thrilled to be part of such a centre of excellence and to help share this collective knowledge to improve operational efficiency and the customer journey with centres across Europe”, comments Rachel.
Rachel began her career in Contact Centres over ten years ago at Barclays Bank, where she took on various roles including intraday, planning, forecasting and scheduling within a multi site environment. Within this period she was awarded a Platinum Eagle award which was the highest performance award for Barclay’s staff.
While at the Alliance & Leicester, she was involved in the back office restructure and process realignment project, led to FTE and budget savings for the bank and was a finalist for the Planning Forum Innovation Awards in 2007. Rachel most recently transferred to the Commercial area of Alliance and Leicester as a Budget & MI Analyst, and was involved planning budgets, providing detailed and accurate MI within a changing environment and also the responsibility for operational risk, internal controls and business continuity.
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03.12.2008
New suite of topic-driven workshops launched for Contact Centre Managers
The Professional Planning Forum has launched a new suite of workshops focusing on specific topics of interest to all Contact Centre Managers irrespective of their department. Topics include The Power of One, First Contact Resolution, Driving Efficiency in Your Centre, Home Working and Creating the Agent and Team Leader dashboard.
These workshops are designed to give tangible benefits from each session. It is not just about generating new ideas; it includes practical exercises that can be replicated in your own centre with templates and models to help make change happen.
Designed to challenge their thinking and offer new and relevant ideas and concepts, these workshops are suitable for managers across the centre including Operations Managers, Team Leaders, Planners, Finance Administrators and HR Managers.
John Casey, Director of Professional Development at the Planning Forum explains, ‘Everyone will benefit from these workshops, which will leave people motivated, wanting and able to make a difference on their return to the office.’
‘A key advantage is the fact that these workshops are cross-disciplinary’, continues John. ‘To gain the momentum for real improvement requires co-operation from across the centre and hierarchy. By encouraging managers from different functions to focus on a single issue which we know significantly impacts both customer service and operational efficiency, we have seen how real change can be driven.’
The workshops are single day intensive events, comprised of a mix of classroom and workshop style sessions. Attendees receive all course materials as well as access to templates and models following the event.
More details about the first five workshops, running from 21st January 2009 are at: http://www.planningforum.co.uk/Default.aspx?tabid=398
First Contact Resolution (21/1/09) which emphasizes its importance and how to measure and improve it within your business
The Power of One (22/1/09) which demonstrates very clearly the difference each and every person makes within the centre
Overcoming the top five blockages to Home Working (23/1/09) which will clarify whether home working is viable for you and the key steps to take
Driving Efficiency in Your Centre which highlights what to look for, where to find it and key steps to address inefficiencies
Creating Agent and Team Leader Dashboards which demonstrates a highly effective tool, what to consider and how to present the data to your front line staff
For further details contact:
Katherine Potter, Katherine.potter@planningforu.co.uk
Or John Casey, john.casey@planningforum.co.uk
Tel: 0333 123 5960
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01.12.2008
Jacada Signs Contract with Kabel Deutschland GmbH
Jacada Ltd., a leading provider of unified desktop and process optimisation solutions for customer service operations, today announced that it has signed an agreement with a new customer, Kabel Deutschland GmbH.
Kabel Deutschland, the leading cable network operator and Triple Play provider in Germany, serves up to nine million households in 13 German federal states. The company offers digital programme packages, pay-per-view services, broadband Internet access and telephony via TV cable, making Kabel Deutschland Germany's biggest provider of Triple Play services.
The company selected the Jacada solution to increase the efficiency and effectiveness of the sales and customer service center. Currently, the 1000 agents in the center must navigate several very cumbersome, business systems in order to complete customer calls. The Jacada unified service desktop will bridge together those existing systems, simplifying and automating key call processes, effectively extending the life of these systems and allowing the company to avoid costly replacements. In addition, the Jacada solution will automate priority call processes in order to enable the customer service agents to effectively ups-ell and cross-sell other triple play services, such as telephony and broadband Internet services, to existing cable customers.
“Customer service is a top priority for Kabel Deutschland and we believe our customers deserve the most efficient and competent service we can possibly provide,” said Andreas Demel, chief information officer for Kabel Deutschland. “We want every contact to be a positive experience for our customers, as we are in a very competitive industry and we understand our customers have choices. The Jacada unified desktop will not only enable us to deliver a stellar customer experience but will also help us to improve our productivity and reduce the cost of our operations.”
“Europe, and Germany specifically, represents an important growth market for Jacada and we are especially pleased to partner with Kabel Deutschland, an organisation whose executives truly understand how imperative it is in today’s business climate to provide top notch customer service,” said Paul O’Callaghan, chief executive officer for Jacada. “No factor can diminish the effectiveness and efficiency of a customer service organisation more quickly than having agents handcuffed by dozens of complicated systems and laborious call processes. When agents are frustrated, so are the customers, and unhappy customers change service providers. This is yet another example of a leading telecommunications provider understanding the urgent need to take action – to give their agents the solutions they need to provide excellent customer service.”
About Jacada
Jacada is a leading global provider of unified service desktop and process optimization solutions that simplify and automate customer service processes. By bridging disconnected systems into a single, intelligent workspace, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction. Founded in 1990, Jacada operates globally with offices in Atlanta, Georgia; Herzliya, Israel; London, England; and Munich, Germany. Jacada can be reached at www.jacada.com.
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