Profitable Digital Contact Center Transformation

• Audience:
• Duration: 5 days
• Cost: USD 6,000

In partnership with the Customer Contact Institute in the USA, no rx CariZMa is pleased to present this workshop targeted to contact center senior supervisors, and contact center operations and executive managers.  The workshop aims to outline the optimal path towards transforming the call center into a profitable digital customer interaction channel.  The workshop includes a final assessment, and a certificate from the Customer Contact Institute.  It will be delivered in English by Adham Bahgat.

With over 25 years of experience in Contact Centre, Customer Experience and Change Enablement practices, Adham is a co-founder of CariZMa. Previously, he served as a senior manager at Andersen/ Ernst & Young responsible for the CRM practice for the MENA region. His expertise is focused on enabling the performance improvement for leading organizations across sales and service functions, from a strategy and people perspectives. He started his career at MashreqBank as a Call Centre agent, and progressed to Contact Centre Manager. Adham provided Customer Experience consulting, channel delivery services and change enablement at more than 16 clients in the MENA region. He developed winning strategies and defined the desired customer experiences for various programs. He devised the organizational structure and mapped core competencies for all customer service and sales functions. Adham is well versed in practical strategies for differentiated service, capacity building and change readiness.   Member of ICSC, CCCW and CRM Guru societies. He is a certified trainer by Customer Contact Insitute in the US. Adham has a BSc in statistics from Cairo University, MBA from Washington University and has excellent command of Arabic, English and French.

.

Event Dates:  May 14-18, 2017

Day 1:

·    Introduction to the new era of Digital Strategic Customer Engagement Omni-Channels.

·    Illustrate the main elements that contribute to building the digital experience.

·    Envision the digital transformation opportunities in call centers.

Day 2:

·    Identify aspects to help in transforming the call center into a profitable digital service channel.

·    Categorize the operational tools that can support the digital transformation.

 Day 3:

·    Architect the Digital strategic elements (People, Process & Technology) in call centers.

·    Plan innovative techniques for bringing the voice of the customer into the organization.

 Day 4:

·    Deploy new tools to aid in realizing better value in the customer journey through the Digital Call Center.

·    Improve skills to achieve multi-departmental commitment to the customer experience strategy.

 Day 5:

·    Get to know the development in the IVR from traditional to visual system – Optical IVR.

·    Converse the difference between visual interaction and voice interaction.