Call Centre & Customer Management Expo 2010 - Back Office Planning - The 'Golden Ticket'
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Exhibitor List

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Conference Sessions - Back Office Planning - The 'Golden Ticket'

Date/Time: 23 Sep 2009
14:00-15:00

Speaker Details
  		• Mr Chris Collins, Head of Business Operations, Coventry Building Society
  		• Rachel Donnachie, Conact Centre Planning Specialist, Professional Planning Forum
  		• Flavy Neale, Business Operations Manager - Quality, Coventry Building Society
  		• Mr Colin Whelan, Senior Contact Centre Planning Specialist, Professional Planning Forum

    Conference Details
    • Hear how Coventry Building Society transformed back office and now have capacity to open 350% more accounts with 10% less staff
    • Learn how to effectively plan your back office operations like planning for inbound calls and utilising WFO
    • Understand the benefits of removing what “gets in the way”
    • Why tracking performance management is key to identifying problems with processes, operational and individual performance
    • Improve end to end performance by questioning “do my processes deliver in the most effective way for everybody?”


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