On Course For Workforce Optimisation - 20th September
Understanding your customers and how your people deliver service is critical in providing a service that is over and above your competitors.
Find out how you can use Workforce Optimisation to do just that. This free one day event is taking place on Thursday 20 September 2012 at Sabio's offices in Central London followed by a cruise down the River Thames.
At this stimulating day, you'll also discover how to:
- Achieve consistent high performance from your people
- Increase customer satisfaction using analytics tools
- Deliver great service whilst controlling your costs
- Use Workforce Optimisation tools to empower your employees
Following this interactive and informative day, you are invited to join us onboard the Georgian for dinner and networking whilst enjoying the sights of London from the River Thames.
10:00 Welcome and Introductions - Michael Andrews, Sabio
10:30 Professional Planning Forum Keynote - Paul Smedley, PPF
Paul from the Professional Planning Forum will share fascinating insights from the most recent ppf research and share their view on how we need to focus to drive the best results from Workforce Optimisation.
11:30 Effectiveness: Using Quality and Analytics to Drive the Right Outcome - Andy Gelband, Sabio
How can we achieve consistent high performance from our contact centre employees? Andy will address how Speech enabled Quality Monitoring can help target training to achieve great results.
12:15 Satisfaction: How to Use Analytics to Know your Customers Better - Andy Gelband, Sabio
If we know what our customers think; what they like and what irritates them, we can focus our activity on increasing satisfaction. Helen will demonstrate how analytics tools can be used to better know our customers and then lead to improved Customer loyalty.
14:00 Efficiency: Maximising the Return from your Customer Services Investment - Steve Chaplin, Sabio
Efficient employee management and the use of flexibility will help us deliver great customer service without having to over staff. Steve will demonstrate how the latest WFO solutions can be used to deliver great service while controlling cost.
14:45 Wellbeing: Using WFO to be a Great Employer - Michael Andrews, Sabio
Happy employees generally go hand in hand with happy customers. Michael will spend the last session demonstrating how to achieve the right work-life balance and how WFO tools can be used to empower your employees to deliver great service.
15:45 Panel: Questions and Answers
16:30 Day close
17:00 Short walk to Festival pier for a dinner river cruise on the Thames
22:00 Drop off at Festival pier- event close.