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Workshop Topics – 2020
CCS features informative sessions and interactive workshops that give you the skills to effect real change. Learn together with your peers around topics such as:
Data Task to Data Intelligence: Turn data into an improved customer experience, turn customer care into a profit center
Total Cost per Resolution: Identify and Prioritize Efforts to Reduce OpEx
Where Does Customer Service Report, and How Does This Affect Your Organization?
What Do You Do With Positive Ratings?
How To Create Your Own Benchmarks
How To Analyze VOC
Optimizing the Consumer Experience Through Technology & Best Practices: A Healthcare Story
Monitoring and Coaching Strategy: Quality Strategy, Individual Performance Standards, And The Components Of An Effective Quality Monitoring Program
Monitoring and Coaching Techniques: Expanding Your Coaching Competence and Leveraging Monitoring Data Throughout The Organization
When Is It Time To Escalate?
Does Responding To Reviews and Comments Help?
Doing Well by Doing Good: Sustainable Business Practices
Managing A Virtual Workforce
Workforce Management Benchmarking
How To Become The Employer Of Choice
Professional and Personal Development
Write Your Own TED Talk (How to Communicate Live)
Keeping Your Personal Brand Fresh