CCMA Ireland - Contact Centre Management Association

Cracking the Golden Egg ... of Service, Sales and Retention for your Customer Service Teams

Sage, 3096 Lake Drive, Citywest, Dublin 24.
February 24th 2010

Location

Sage, 3096 Lake Drive, Citywest, Dublin 24.

Related Downloads

Sage CCMA Forum Presentation February 2010Download Powerpoint [3.6 Mb]

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February CCMA Network Forum - 9.30 a.m. Wednesday 24th February - “Technical Customer Support - The Foundation for Sales and Retention.” Hosted by Sage, winners of the Best Technical Support Centre/Helpdesk and Contact Centre Agent of the Year Awards.

Agenda

9.00 - 9.30am	Registration	CCMA
9.30 - 10.00	Tour of Sage	Finola Maher/ Michael Thompson Natasha O’Neill/ Paul Thompson
10.00 - 10.30	Welcome and Introduction	Maurice Whelan
10.30 - 10.50	“Sage Ireland’s Training Journey to deliver Extraordinary Customer Experience”	Miriam Berney
10.50 - 11.10	First Call Resolution	Natasha O'Neill/ Maurice Whelan
11.10 - 11.30	Moving Technical Customer Support to Sales Leads Generation - “The Sage 50 Pilot“	Katie Moynagh
11.30 - 11.45	Break
11.45 - 12.05pm	Changing Technical Customer Support from a Cost Centre to a Profit Centre “Customer Support - Pro-Active Outbound Strategy”	Audrey Fevrey/Maurice Whelan
12.05 - 12.35	Retention Partnership: Wordbond & Sage “How effective processes and training can Improve your retention rates”	Cormac Murphy
12.35 - 1.15	Wrap Up and Discussion Group	All
1.15 - 2.00	Lunch and close