HR Pulse

“The contact centre is part of a larger organisation – and its goals must reflect that” – Donna Fluss, Founder, DMG Consulting.

The call centre is in constant touch with the organisation’s customers, gathering insight into customer needs and information about their relationship with the business. Call centres are also positioned to use this information to build, enhance and extend the organisation’s relationship with customers. In these challenging and uncertain business times, call centre managers can play a key role in the organisation not only by meeting their department objectives but also help other departments to achieve their goals. Call centres' managers have to constantly work towards improving productivity, retaining customers, generating revenue and providing outstanding customer experience. This will ensure that senior management realises that call centres can be profit generating centres and also instrumental in helping the organisation to differentiate itself. It is with this in mind that Knowledge Resources has put together the Call Centre Conference and Pre-Conference Workshop designed to give you ideas to build and sustain excellence in customer service delivery and profitability in your call centre. The conference will also help you to figure out your next move for sustained market success anchored by customer experiences that will truly delight and contribute to your organisation’s bottom line results.