TELUS | Improve contact centre performance on a budget

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Customer Experience Management

Improve Contact Centre Performance on a Tight Budget

TELUS invites you to attend a complimentary breakfast session.

You may not be in a position to completely overhaul your contact centre operations. But greater efficiencies can be achieved by evaluating existing processes and technology and making small investments to reduce contact centre volume.

Join TELUS and Dr. Natalie L. Petouhoff, Senior Analyst, Forrester Research for a discussion on what customer service managers should consider when seeking to deliver a consistent multi-channel customer experience.

All attendees will receive a copy of Forrester Research’s white paper: Ten Steps For Reducing Contact Centre Expenses, published in March 2009.

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	June 16, 2009 The Fairmont Royal York Territories Room 100 Front Street West Toronto, Ontario, M5J 1E3

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At this session, you will learn how to:

	Reduce contact centre volume

	Improve online customer interactions

	Create a virtual workforce with a remote agent program

	Listen to the voice of your customer using speech analytics software

	Optimize your IVR to support more complex transactions

	Empower agents with a single view of the customer across all contact channels

Agenda:

Tuesday, June 16, 2009

7:30am to 10:00am

7:30am	–	Registration & Breakfast

8:00am	–	Keynote Note Dr. Natalie L. Petouhoff Forrester Research

9:30am	–	Q&A