Customer Care Conference Cluj Napoca

November 12, 2015

November 12, 2015

09:00 To 16:43

Cluj Napoca

http://www.conference-arena.com/customer-care-conference-cluj-napoca

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Event Description

DESCRIPTION

Customer Care Conference & Expo is the most important East European event that addresses the customer care industry, with focus on strategic marketing insights. It provides an excellent opportunity to gain a broad overview regarding the customer care markets, from call centers and help desks to face to face contact possibilities with consumers.

A decade ago the international customer care market demanded the reinvention of business perspectives, focusing more on soft skill development and customer experience. Throughout time, the global socio-economic turmoil lead to an increasing need for visionary partnerships and state-of-the-art KPIs. 
Nowadays, along with the constant evolution of competition intelligence tools, the business environment is searching for a strategic paradigm shift as a survival and development imperative. 2015 is a time for process reengineering & business transformation, a time for innovative change. 
Experience the future! 

TOPICS

BUSINESS PROCESSES

 – Strategy & results: success indicators
 – General guidelines for developing unique and adapted business metrics.
 – Measures for critical-to-customer process requirements.
 – Technology innovations

CUSTOMER LOYALTY

 – Customer percentage of market, profile & insights
 – Customer satisfaction rate
 – Quality performance for customers
 – Customer retention rate
 – Performance delivery to customer 

EMPLOYEE ENGAGEMENT

 – Employee performance & turnover
 – Training & learning opportunities
 – Employee motivation & job satisfaction
 – Corporate culture
 – Best case call centers studies

FINANCIAL SUCCESS

 – Return On Investment: how to make the most out of your investment
 – Cash Flow
 – Return on Capital Employed
 – Financial Results
 – Centralizing risk assessment and cost-benefit data
 – Budgeting and Control

GENERAL BUSINESS AREAS

Customer Care & Call Center Management

  • telecommunications
  • computing and software
  • banking and financial services
  • insurance
  • consulting
  • manufacturing
  • retail
  • auto
  • pharmaceutics
  • airline companies

IT/IS Management & Support Staff 
Sales & Marketing Managers 
Public institutions

http://www.conference-arena.com/customer-care-conference-cluj-napoca

Organizers

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