This is the second in a series of "must see" events providing expert-led instruction to help improve call centers with no investment.
Stephen Pappas, VP Panviva
Burlington, MA (PRWEB) April 26, 2012
Panviva Inc., the leader in call center agent guidance, announces that on May 2nd and May 3rd, it is hosting a webinar on Breaking the Customer Code. This is the second in a series of four live webinars offering nuts and bolts advice and expert-led instruction on how to fundamentally improve call centers immediately with no investment.
In the first webinar, Best Kept Call Center Secrets: Revealed, attendees learned how to solve the problem of call center complexity by changing the structure of their information. This second webinar will focus on synchronizing the conversation between agents and their callers and ensuring that the agent’s supporting information is mapped to the flow of the call. The key to this secret lies in developing an architectural framework for organizing all of the call center documentation based on customer processes and customer call types.
In this session attemdees will learn how to:
- Examine customers’ processes
- Identify and prioritize all call types
- Develop workflows
- Organize documents within a structure mapped to call types
- Present layered information to support both novice and expert agents
Each webinar is self-contained, without prerequisites. Registrants webinar will also receive a link to a recorded version of the first webinar, which was so popular that not everyone was able to attend a live session. Both of these are “must see” events.
This webinar will be hosted by Panviva’s Stephen Pappas, and supported by Guidance Experts Sharon Smith of Panviva US and Colin Terry of Panviva UK. Sharon and Colin have worked with hundreds of global customers who used these approaches to achieve dramatic gains in customer satisfaction and reductions in cost.
Please select one of the following links to register.
Feel free to forward this invite to anyone you feel would be interested in attending this webinar.