A0946 Customer Service Ver2

8/4/2019 A0946 Customer Service Ver2

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2/11www.iirme.com/customerservice

Introduction

Leveraging superior customer service management to

sustain market differentiation, improve customer loyalty

and maximise your ROI.

In todays increasingly competitive marketplace,

effectively managing the customer relationship is

essential to both short-term success and long-term

growth. Customers are notorious for their poor loyalty,

it is imperative organisations integrate customer

management into their overall business strategy.

Masterclass Highlights

Are you looking for solutions to these issues?How to create solid relationships with your

customers

Build a winning quality service strategy

Create customer loyalty and building repeat

business

Keep the human connection in the age of

technology

How to serve your customers better by listening

to their needs

Link customer satisfaction and loyalty to business

results

Create an environment for success

Agenda

Customer Service Management

Create a culture of service excellence

Strategies for delivering world-class customer

service

Customer win-back: how to recapture lost

customers

Customer satisfaction is worthless customer

loyalty is priceless

Customer Experience Management

Dene your customer experience

Build superior loyalty by obsessing over every

step of the customer experience

Turn customers into advocates

Know what customers really expect and how to

deliver it

Real People/Real Solutions

Leverage human capital through leadership

Employee loyalty = customer loyalty

How to inspire great performances from your

service workforceHow to teach employees to give 110%...

and then some

Masterclass Timings: Masterclass registration begins at 08:00 with the Masterclass commencing at 08:30 and concluding at 14:30.

There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of

day.

Pre-Forum Masterclass Day: Sunday, 9 November 2008

Keeping Customers For Life

At The End Of This Masterclass, You Will:

Have a clear comprehension of what it takes to

Keep Customers for Life

Learn how to retain customers and maximise customer

loyalty Learn how to directly improve your bottom line through

effective customer-driven strategies

Understand through practical examples and case

study illustrations

About Your Masterclass Leader:

Barbara Wold is an internationally known

speaker and authority to the retail and

consumer industries. More than 40 years of

rsthand retail experience in executive and

sales management, marketing and

repositioning have made Barbara one of retails

most sought after speakers. She is an authority

on building business through customer driven

strategy and maximising human assets.

Her areas of expertise include customer care, marketing strategy,

consumer buying patterns, image, sales and service quality, public

relations, CRM, redevelopment and tourism, which truly makes her

a master in the retail industry. Barbara is now taking on the airport

retail industry and Duty-Free.

She is also considered an expert on what drives the Asian consumer.

Barbara works extensively in SE Asia with the Singapore Retailers

Association, the International Council of Shopping Centres/Asia

Pacic, the Malaysia Retailers Association, Retailer Association of

India, the Confederation of Indian Industry, Images Retail and many

clients from luxury retailers, shopping centres, franchise groups,

licensees to an amusement park.

In an average year Barbara presents over 100 speeches around

the globe and has taught in all 50 of the United States, Puerto Rico,

Guam, Colombia, Brazil, Venezuela, Canada, Singapore, China,

Hong Kong, Philippines, Japan, Indonesia, Malaysia, India and UAE.

Customer Relationship Management

Adopt a single view of the customer through

multi-channel interaction

Turn customer data into customer understanding

Create a real-time enterprise to drive competitive

advantage

Collaborative relationships drive ROI

971-4-3352437 971-4-3352438 [email protected] www.iirme.com/customerservice

Barbara Wold was the buzz word all during lunch . . . everyone walkedaway from the conference with a greater understanding of what customer

service means, how it is effected by the changing demographics and the

services that need to be offered today.BMW of North America


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Forum Day Two: Tuesday, 11 November 2008

15:45 Working Group Session

You told us you want more interaction within the forum.

Working group sessions have been developed to give you

the opportunity to express your challenges, learn from each

other, so you can walk away with tangible solutions to assist

you in your organisation. Each

facilitator will introduce themselves, followed by an open

discussion clinic amongst the table on the

particular theme. You will have the opportunity to hear

from an industry expert as well as exchange ideas on all

four tables during this one hour session.

Table 1: Leadership

Gaining top level buy in showcasing how your bottom line

can be affected by bad customer service.

Facilitator Fritz Bangert, Group Directorof Learning

and Development, Jumeirah Group, UAE

Table 2: Customer Loyalty And Retention

Exploring the true value of retention

Facilitator Adel Abdulla Alromaithi,

Training Manager, Global Learning, UAE

Table 3: Customer Experience Management

How memorable are the services or products you provide?

Facilitator Andrew Kingham, Country Customer

Service Manager, TNT Express, UAE

Table 4: Customer Satisfaction And Metrics

Measuring true satisfaction

Facilitator Graham Burne,

General Manager Customer Service, Nakheel, UAE

16:45 Closing Remarks From The Chairperson

17:00 Close Of Day One

08:00 Morning Coffee

08:30 Chairpersons Opening Address

Barbara Wold, International Speaker,

Author and Business Strategist

Global Retail and Consumer Expert, USA

08:45 Do All Customers Matter?

Too often we spend too much time with the wrong

clients because were not brave enough to let

them go, too dependant upon their low prot

margin business or because we obsess over

turnover not prot or client association and prole.

By creating a template that clearly reects

quality we increase the number of criteria

considered when assessing the quality of our

clients. It is then possible to understand more fully

who the stars are, who should be removed from the

portfolio entirely and who should be nurtured and

given more attention.

The goal here is to create long term valuable

client relationships

Mike Pagan, Professional Speaker, Mike Pagan,

UK

09.30 Delivering An Online Perfect Customer

Experience That Will Wow Your Customers

First impressions are the most important to

customer loyalty

Power of the internet in driving business

success

The importance of a user friendly websiteProfessor Moira Clark, Directorof the

Henley Centre for Customer Management

Henley Business School, UK

10:15 Exploring Best Practice And Frameworks For

Achieving Customer Service Excellence In Your

Contact Centre

Best practice for identifying your customers

needs

Importance of periodically reviewing service

standards

Successfully achieving business excellence in

your contact centre that will sustain long term

growth

Ruth Birkin, Vice President Customer Services,

Gulf Air, UAE

Winner 2006 Middle East Call Centre Manager Of

The Year and 2007 Call Centre of the Year

11:00 Networking And Refreshment Break

11:15 Recruiting Service Stars Identifying The Right

People At The Interview Stage

Hiring for attitude training for skills

Recruiting people with values that t your

business strategy

Having a formulised recruitment process to

ensure consistency

Khaled M. Ramadan, PMP, CCCM, P.CRM,

Assistant General Manager

Head of Alternate Delivery Channels Division, Arab

National Bank, KSA

Winner - Middle East Call Centre of the Year 2006

and Middle East Call Centre Driven Organisation

2007

9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE

Customer ServiceContact Centre Forum

&

971-4-3352437 971-4-3352438 [email protected] www.iirme.com/customerservice

Excellent event! Made me think outside the box after

hearing international experiencesAhmed Al Qassabi

Customer Service Operation Section Head

Nawras, Oman


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12:00 Understanding How Staff Retention Leads To

Customer Retention Happy Staff Contribute To

Happy Customers

Top ten ways to identify motivation problems

through understanding CCC denition,

principles and pillars (people, process,

technology, relationships)

Identify reasons for staff dissatisfaction

Identify reasons for staff satisfaction

Understand the cost related to recruitment and

retention

Identify the key contributing factors to staff reten-

tion through survey, recruitment, training, leader-

ship and supervision

Develop and implement a motivation plan

Track , measure and retain satised staff

Nasa Salah Taha, Operation Manager

Abu Dhabi Distribution Company Customer

Contact Centre, UAE

Winner Call Centre Manager 2007

12:45 Lunch For Speakers And Delegates

14:00 Converting A Complaining Customer Into A

Company Advocate

Using complaints and feedback to your

companys service level

Recognising the importance of a

complaining customer to improve

customer experience and care

How effective problem resolution can have a

positive impact on customer loyalty and advo-

cacy

Andrew McMillian, Former Customer Service

Manager, John Lewis, UK

14:45 Exploring New Contact Channels - Utilising New

Technologies To Deliver Customer Information And

Services More Conveniently And Cost Effectively

Implementing cutting edge technology to

improve productivity and deliver superior

service

Selecting the best technology that will result in

cost saving and increase your revenue

TBC,

Senior Representative, Etisalat, UAE

15:30 Creating An Outsourcing Strategy To Compliment

Your Contact Centre Development Goals

Identify which areas to outsource so as not to risk

losing corporate brand

Ensuring you closely monitor the level of service

quality provided by the outsourcing partner

Gain a competitive advantage and increase

prots through a successful partnership with your

supplierXxxxxx, XXXX,

Xceed Professional Services, UES

16:15 Interactive Voting Session

Using our exclusive interactive voting

technology you will contribute your thoughts on the

key issues raised at the Forum. During a series of live Q

& A sessions facilitated by the chairperson you will be

asked a number of questions to gauge your opinions.

The responses will be automatically collated and

condensed into a report that will be distributed to

all delegates and speakers through the website ve

days after the event.

17:00 Review Of Interactive Voting Results And Closing

Comments From The Chairperson

17:15 Close Of The Forum



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Implementing A Contact Centre Talent Management

Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30.

There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.

IntroductionNearly everyone I know has had a bad experience in

relation to phoning a contact centre. And bad news

travels fast.Many contact centres have a notoriously

high turnover of staff, so creating and sustaining the right

culture to attract and retain talented people is even

more challenging. In this workshop, we will consider how

to assess the current state of talent management in your

contact centre; think about how to develop the strategy,but mostly focus on implementation. Whether you are a

business executive or HR professional; in a small or large

contact centre (new or mature), this workshop will strike a

chord.

Workshop HighlightsTalent management in reality

Health check assessment

Strategy development

Putting a talent management strategy into

practice

Agenda

Talent ManagementWhat does it mean in theory?

What does it mean in practice?

Key components of a strategy

www.iirme.com/customerservice

Post-Forum Workshop A: Wednesday, 12 November 2008


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At The End Of This Workshop, You Will:

Understand how to undertake an objective talent

management health check in your contact centre

Have shared solutions and pitfalls, and learned some best

practice implementation techniques from other delegates

Have a clearer understanding about how to

develop a talent management strategy

(or optimise/ne tune your existing one)

Be better equipped to successfully implement the strategy

and take your top management/other key stakeholders

with you on thejourney

Workshop Leader Prole:

Debbie McGowan has more than 20 years

experience in leadership and consultancy roles,

largely within the nancial services industry, but

also within the charity and public sector. She was

latterly Contact Centre Directorfor Lloyds TSB

Bank plc, leading three call centres employing

over 2,000 people. Prior to that, she directed the centralisation ofcustomer calls away from retail branches. She is an ambassador

for diversity and inclusion, being the founder chair of a regional

womens network in the UK. Debbie holds a degree in

mathematics and is an Associate of the Chartered Institute of

Bankers.

Assessing The Current State Of Play Of Talent

Management In Your Contact Centre

An objective health check

How do you measure up?

What about the rest of the

organisation ?

Developing The Strategy

The puzzle

The jigsaw pieces

The complete picture

Implementation

Turning the strategy into reality

The Plan

Words are important.

The Communication

But actions speak louder.

The Delivery

If you dont measure it,

you cant improve it

The Success

Post-Forum Workshop B: Wednesday, 12 November 2008

Winning And Building Premium Client Relationship

Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be

two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.

IntroductionToo often companies spend too much time with the

wrong clients because they are not brave enough to let

them go, too dependant upon their low prot margin

business or because they obsess over turnover not prot.

In todays climate of hyper growth there is no time to carry

poor staff or clients - they must be nurtured, redeployed or

removed!

OverviewWhat would you consider to be the most important

asset in a business? Its staff? Its customers? Well, the

answer is both. Both are clients, one is internal (staff)

and one is external (customers). Both are vital to the

success of a business and need to be treated with equal

amounts of investment and care.

This workshop is designed to improve your approach to

client management. Client proling or segmentation

enables businesses to spend the correct amount of time

with the clients that truly matter for long term growth.

Many businesses offer excuses such as constantly needingto increase the number of clients and not having the time

or resources to really look after the most important existing

clients.

By creating individual premium client templates for

customers, both existing and prospective, you will

change the way you approach client relationships

and management.

When was the last time your business:

- Reviewed progress to date?

- Cleaned its databases?

- Created a formula that reects quality?- Culled the non performers?

This Workshop Equips You With Tools And Techniques To Enable

You To:

Better assess the quality of your clients

Increase the number of criteria considered

Invest the correct level of time, money and effort

into the current stars and potential stars of the future

Boldly remove those that dont t

Reduce the number of marketing activities used to

attract more stars

Focus on the best pipeline for winning business

971-4-3352438971-4-3352437 [email protected]

Very educating, made you aware of how important

customer service is in your organisation

Sanjiv Chhiber

Senior Manager

DP World, UAE


7/11

By The End Of The Workshop, You Will:

Focus on creating long term valuable client

relationships built around real substance

Have created individual templates for quality clients;

both existing and prospective

Incorporate specic techniques relevant to your

clients prole, requirements and real potential

Enjoy more success through focusing on your

premium clients

Have a one page action plan for ongoing

implementation, review and accountability


Mike Pagan is forthright, practical and thought

provoking. He speaks passionately about proling

your clients more effectively and selecting the

correct marketing channels in order to advance

your business.

As a result of seeing, hearing and absorbing one of

Mikes workshops you will go away and take action,

he is not an entertainer he is an agent provocateur. Its not rocket

science its business sense.

He is on a mission to make business simple and doesnt do uff. His

clients understand this rst hand, as his philosophy making business

simple, building relationships and having fun - delivers results.

Effective Performance Measurement ForContact Centres And Help Desks

Post-Forum Workshop C: Thursday, 13 November 2008

Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There willbe two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.

Introduction

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Workshop Highlights

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Agenda



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Ahmad Tahlakis the founder and Presidentof The TeleServices Company which wasestablished in 2000 and has evolved tobecome a world class Call Centre ServicesOrganisation which specialises in contactcentre establishment, training, and consultancy.He brings in over 18 years of experience inconsulting, training and strategic management

direction in CRM, customer service, and call centre services andsolutions.

Ahmad holds a degree in business administration andmanagement information systems from the University of Arizona, aDiploma in Airline Management from International Air and TransportAssociation (IATA) in Geneva, a Call Centre ManagementCertication in San Diego, USA, was awarded The Global CallCentre Manager of the Year Award for two consecutive years in2001 and 2002 from The International Call Centre ManagementAssociations (ICCM), Chicago, USA.

During his professional career, he spearheaded the set up ofEmirates Airline Call Centre which he turned from a cost to a protcentre and established the DNATA call centre as a one-stop-shopfor multiple airlines prior to moving to his own consultancy andtraining rm. He established Emirates

Marketing and Promotions (EMP) in 2005 and currently heoversees the strategic management of EMP which providesstate-of-the-art call centre solutions and direct marketingservices along with promotions in diversiedelds.



8/11www.iirme.com/customerservice

ntroduction

Customer Service data is of no use if you are not

measuring it properly and using the information effectively

o improve service to your customers. This workshop will assist

ou in developing Key Performance Indicators both internally

nd externally to ensure you are measuring the right metrics.

ou will then learn how to use this data

ffectively so you can provide the WOW factor to both your

nternal and external customers.

Workshop Highlights

What to measure how to identify key drivers

The relevance of different measures for different

organisationsObjective measures their benets and drawbacks

Subjective measures how to make them more

robust and meaningful

How to report measures and who to

How to introduce KPIs to maximum effect

genda

What Will Differentiate Your Organisation

How to identify what will make a difference

What is important for the organisation

What is important for customers

What will stand out from your competitors

Data Driven Measurements

Staff turnover

Staff cost percentage to sales

Footfall measures

Call centre performance measures

Automated customer feedback capture

Experience Measures

Employee opinion surveys

Mystery shopping

Customer comment cards/voicemail/e.

mail/text/web surveys

Customer focus groups

Large scale customer perception surveys

Customer complaints and appreciations

Reporting And Analysis

Who should see the statistics

How should data be reported

KPIs and PIs

Introduction of KPIs to maximum effect

Internal competition

Correlation to nancial performance

Understanding How To Develop And MeasureCustomer Service Experience

Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will

be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.


Have started a review of your own customer service strategy

and what you measure

Understand the benets and drawbacks to data driven and

experience driven metrics

Have reviewed the KPIs for your organisation and their

relevance

Have considered some new measures

Understand how to implement measures and how they can

improve customer experience and nancial performance


Andrew McMillan, Principal Consultant, Charteris Plc, Formerly

Manager, Customer Service, John Lewis, UK

Andrew joined John Lewis as an A level trainee at

John Lewis Brent Cross. The original intention was

to stay for a year or so while he decided whether

to go to university or embark on another career;

the logic being that he liked working with people

and John Lewis would look good on his CV!

Several years later having been a Selling Assistant and Assistant

Manager in a variety of departments at Brent Cross he was made

Department Manager of Furniture at John Lewis Watford. A few

years later he moved to John Lewis Oxford Street as Department

Manager, Beds and Bedroom Furniture and a few years after that

moved to Head Ofce to manage the Intelligence department.

The Intelligence team are an internal consultancy whose brief is to

look at all aspects of the business from a customers perspective

and deliver appropriate recommendations to the relevant

Directors.

He was then appointed to manage customer service for the

department store division, a post he held for eight years. He

was responsible for all customer complaints that went through to

Head Ofce and numerous service related projects such as the

running of customer focus groups in branches, comment cards,

establishing the balance between service and productivity and

point of sale developments. However, most of his time was spent

developing the culture and attitude towards customer service

and selling with the 20,000 customer facing Partners in the 26

John Lewis shops across the UK, his focus being to ensure every

customer received a unique brand of John Lewis service every

time they shopped.

Earlier this year Andrew left John Lewis and joined Charteris,

a business and IT consultancy based in The Barbican. He is

now helping other businesses develop their customer serviceexperience delivered through their people and has already

started work with three local government authorities, a bank and

two retailers.

Post-Forum Workshop D: Thursday, 13 November 2008

971-4-3352438971-4-3352437 [email protected]


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Endorsing Bodies

Institute of Customer Service is the independent

professional body for customer service. Their primary

purpose is to lead customer service performance and

professionalism.

ICS is a not-for-prot company established in February

1997 by a group of cross-sector employers who decided

that customer service performance and the status of those

working directly or indirectly in customer service roles

needed to be signicantly raised.

They are a membership organisation with bothOrganisational Membership - from across the private and

public sectors - and Individual Membership. In believing

that customer service is increasingly thedifference

between success and failure, ICS supports its

organisational members in raising customer service

standards and individual members in achieving

professional recognition. In particular they:

Inuence employers and policy makers

Spread authoritive knowledge and good practice

in customer service

Dene national professional customer service

standards and ways they can be acquired

including the ICS Professional Awards and N/SVQs

in customer service

Conduct wide-ranging customer service research

Supporting the lifelong development of customer

service professionals

Recognise achievement

For further information surrounding the work of the Institute

visit www.instituteofcustomerservice.com

stablished in 1994 to promote the profession of Call Centre

Management, the CCMA (UK) is an

ndependent, not for prot organisation for Call Centre

Managers, Supervisors and Team Managers funded by

membership subscriptions. The CCMA is run on an unpaid,

oluntary basis by an elected Board of call centre

rofessionals who give up their own time to put something

ack into their industry and help to support others.

here are around 600 CCMA members in the UK and ourmission is to contribute to the continuous

rofessional development of call centre managers and

upervisors and to assist wherever we can in sourcing high

uality training courses.



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Ofcial Telecoms Partner

Etisalat has been the telecommunications service

provider in the United Arab Emirates since 1976.

Since then, it has built up state-of-the-art telecom

infrastructure and taken a leadership position of

innovation and reliability among regional and

international operators.

Penetration of Etisalats mobile phone service in the

UAE exceeded 152 per cent in November 2007.Internet and broadband penetration in the UAE

exceeded 60 per cent, a signicant achievement

compared to regional average. Etisalat has

roaming agreements with over 444 operators around

the world.

The corporation is one of the top 500 companies

based on market capitalisation according to the

Financial Times. It operates across 16 markets, with

investments in ten African markets including Nigeria

(to launch in 2008), Sudan, Zanzibar and West Africa.

In the Middle East, Etisalat subsidiaries can be found

in Egypt, and Saudi Arabia, whilst in Asia, Etisalat has

interests in Afghanistan, Indonesia and Pakistan.

Sponsorship & ExhibitionOpportunities

Only at IIRs Customer Service andContact Centre Forum will theregions leading decision makers

be discussing the way forward andbe seeking new solutions andservices. They will be networking withpotential partners to evaluate theright consultants within the area ofattaining excellence.

There are limited sessions andplaces available on the programmefor our event sponsors, so if you havethe solutions please contact Andrew

Watts on +971 4 407 2718 or [email protected] for details onpackages to suit your needs.


Sponsor


11/11

IIR Middle East Certifed by

PERSONAL DETAILS

Please the sessions you wish to attend:

WEB A0946

FIVE WAYS TO REGISTER


IIR Holdings Ltd.

P.O Box 21743

Dubai, UAE

GCS/IIR Holdings Ltd.

P.O Box 13977

Muharraq, State of Bahrain

[email protected]

SIGNIFICANT GROUP DISCOUNTS AVAILABLE!Contact Details:

Tel: +971-4-3352483 Email: [email protected]

Title First Name Surname Job Title Department Email

1st Delegate

2nd Delegate

3rd Delegate

4th Delegate

Head of Department

Training Manager

Booking Contact

Company: ..................................................................................................................................................................................................................

Address (if different from label above): .....................................................................................................................................................................

Postcode: ........................................... Country:.......................................Tel: ................................................... Fax: ...............................................

No. of employees on your site:1000+ 500-999 250-499 50-249 0-49

Nature of your companys business: ...................................................... YES! I would like to receive information about future events & services via email.My Email address is: .....................................................

Cancellation

If you are unable to attend, a substitute

delegate will be welcome in your place.

If this is not suitable, a US$ 200 service

charge will be payable. Registrations

cancelled less than seven days before the

event must be paid in full.

Avoid Visa Delays - Book Now

Delegates requiring visas should

contact the hotel they wish to stay at

directly, as soon as possible.

Visas for non-GCC nationals may take

several weeks to process.

Event Venue:

JW Marriott Hotel, Dubai, UAE

Tel: 971-4-262 4444

Accommodation DetailsWe highly recommend you secureyour room reservation at theearliest to avoid last minuteinconvenience. You can contact theIIR Hospitality Desk forassistance on:Tel: 971-4-4072693Fax: 971-4-4072517Email: [email protected]

Payments

A conrmation letter and invoice will be sent upon receipt of your

registration. Please note that full payment must be received prior to the event.

Only those delegates whose fees have been paid in full will be admitted to the

event. You can pay by company cheques or bankers draft in Dirhams or US$.

Please note that all US$ cheques and drafts should be drawn on a New York

bank and an extra amount of US$ 6 per payment should be added to cover

bank clearing charges. All payments should be in favour of IIR Holdings Ltd.

Card Payment

Please charge my credit card: Visa Mastercard American Express

Name on Card: ..................................................................................

Card Number: ............................................... Exp. Date: ....................

Signature: .........................................................................................

To assist us with future correspondence, please supply the following details:

IK XXXXXX

Event

Customer Service and

Contact Centre Forum

Before 24

August 2008

Between 24

August and 14

September 2008

After 14

September 2008

Entire Event US$ 4,195SAVE US$ 2,190

US$ 4,445SAVE US$ 1,940

US$ 4,695SAVE US$ 1,690

Two-Day Forum and any2 Workshops(Masterclass + 1workshop)

US$ 3,785SAVE US$ 1,345

US$ 3,985SAVE US$ 1,145

US$ 4,185SAVE US$ 945

Two-Day Forum and any1 Workshop/Masterclass

US$ 3,155SAVE US$ 720

US$ 3,305SAVE US$ 570

US$ 3,455SAVE US$ 420

Two-Day Forum US$ 2,420

SAVE US$ 200

US$ 2,520

SAVE US$ 100

US$ 2,620

1 Workshop/MasterclassUS$ 1,155SAVE US$ 100

US$ 1,205SAVE US$ 50

US$ 1,255

Pre-Forum Masterclass 9 November 2008Keeping Customers For Life

Two-Day Forum 10 - 11 November 2008

Post-Forum Workshop A 12 November 2008mplementing A Contact Centre Talent Management Strategy

Post-Summit Workshop B 12 November 2008Winning And Building Premium Client Relationships

Post-Summit Workshop C 13 November 2008Effective Performance Measurement For Contact Centres And Help Desks

Post-Summit Workshop D 13 November 2008Understanding How To Develop And Measure Customer ServiceExperience

Early Bird Discounts

Extra Saving ofUS$ 2,190!

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OR

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A0946 Customer Service Ver2