june, 2020
Event Details
As part of his 2018 book “Contact Center Management”, Jan Smets examines how contact centre executives typically report their activities towards the C-level. Do we systematically reinforce the value-contributing role
Event Details
As part of his 2018 book “Contact Center Management”, Jan Smets examines how contact centre executives typically report their activities towards the C-level. Do we systematically reinforce the value-contributing role of the contact centre?
Key Take-Aways:
- Evolution in role and positioning of the contact centre
- Insights on how contact centre typically report their activities, get seduced by hypes and run a risk of operational bias. A critical self-reflection on the image we paint
- A fresh perspective on “The big picture”, attempting to settle the eternal debates on whether NPS, CSAT, ESAT, CES is the more appropriate
Time
(Wednesday) 9:25 AM
Rockstar Insights
Jan Smets, Director Retail and Customer Care, bpostSince early 2016, Jan Smets heads bposts mass channels: the physical network, customer care contact centers and digital channel.