Pemantauan atau penilaian kualitas memegang peranan penting di Contact Center baik Inbound maupun Outbound, untuk memastikan pelayanan yang diberikan kepada pelanggan sesuai standar yang diinginkan oleh perusahaan. Pelatihan basic quality monitoring difokuskan kepada konsep dasar pelaksanaan Quality Monitoring di voice channel (Inbound dan/ Outbound). Tujuan Pelatihan Peserta memahami dan mengetahui tugas dan fungsi Quality Monitoring […]
Effective Social Media for Customer Service
Banyak pebisnis dan marketer berpendapat bahwa media sosial sangat membantu dan bermanfaat dalam menarik pelanggan baru ke bisnis mereka. Kenyataannya memang demikian, media sosial sangat efektif dalam mengembangkan bisnis, baik bisnis dalam skala kecil maupun besar. Perkembangan teknologi saat ini membawa dampak pada media komunikasi yang digunakan atau diaplikasikan pada layanan customer service. Penggunaan media […]
Performance Management and Best Practice KPI
Dunia Contact Center terus berkembang, baik dari sisi bisnis, teknologi dan pengetahuan. Bagi para pemangku kepentingan di Contact Center perlu memahami dan mengetahui perkembangan terkini dari KPI yang menjadi “international best practice” Contact Center saat ini. Sehingga dapat memahami KPI mana saja yang sebaiknya diterapkan untuk tingkat Staf Contact Center (agent), tingkat yang lebih tinggi, […]
Basic Contact Center Principles
Industri Contact Center di Indonesia sekarang ini tidak dapat dipandang sebelah mata, banyak perusahaan dan instansi pemerintah semakin memerlukan layanan Contact Center sebagai sarana komunikasi langsung yang cukup efektif dengan pelanggan atau masyarakat. Hal ini secara langsung dan tidak langsung akan menimbulkan “multi player effect” terhadap industri pendukungnya. Terlebih lagi industri Contact Center menyerap banyak […]
Contact Center Indonesia Certification Operation Manager
Contact Center Indonesia Certification for Operation Manager (CCIC OM) is design to provide insight to participant about the art and science of contact center management. This training empower personnel in organizations/company to raise their capacity, skill, knowledge and expertise how to run their contact center services in nowadays digital platform and multichannel service. Also increasing […]
Call Center Staff Training Certification Jakarta
Contact Center Professional Certification is designed for call center, help desk, customer service and technical support professionals. Attendees will learn best practices, skills and techniques for effective, high-quality front-line customer care. The course presents opportunities to learn and practice skills that build customer relationships and create a positive business image. The participants are engaged in […]
Contact Center Indonesia Certification Social Media For Customer Service
Why are Social Media becoming important in Customer Service? By the end of the year 2014, 20% customer service interaction through social media 68% customer feel important when companies answer questions and complaints through social media 32% more customers believe a comment to a brand that is written in social media 62% of the company […]
Analyst Call Center Training Certification Jakarta
Specifically, Contact Center analyst works as a liaison among stakeholders of the contact center in order to elicit, validate and analyze data performance, prepare annual planning and service improvement. Contact Center Analyst Certified Module is designed for extracting the updated, dynamic the key principles and best methodologies for every contact center analyst function. The competency […]
Contact Center Indonesia Certification Quality Monitoring
Quality monitoring task is to plan, measure, monitor and develop the quality of service contact center. The Quality Monitoring professional is responsible for working closely with the sales and customer services teams to ensure the quality of sales are adhered to consistently. The QMP will responsible for monitoring and providing feedback to Sales and CS management […]
Professional Trainer Call Center Training Certification Jakarta
60-7-% of operational costs Contact Center come from personnel costs. Moreover, this cost increase due to the increase in staffing growth, coupled with a turnover number that is quite high, it is certain that the personnel cost will be higher. To reduce operating cost, many Contact Center chose to do training “soft skills” internally by means […]