Milan, 24 & 25 March 2011

"Achieving Excellence in the Contact Centers Community"

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Global Networking Strategies is gathering global leaders of international contact center community.
The Contact Centers Summit 2010 will be an exclusive arena where global experts and leaders from top corporate will share their innovative experience on innovative strategies and ideas.
A new view of contact center style is now more essential than ever. Getting a competitive advantage in quality of the service, improving the power of knowledge management, achieving excellence in the total workforce management, maximising the value of the customer experience, facing cost reduction opportunities, employee engagement and employee retention, introducing social media in contact center are only few topics listed. This event offers aninvaluable opportunity to hear best practice, case studies and technical advice. Through our leading panel of expert speakers you will hear insights on the latest changes in contact center strategies as well as the practical impact this has for Contact Center Directors when implementing change into your organisation

Programme Highlights:

• Getting a competitive advantage in quality of the service
• Improving the power of knowledge management
• Achieving excellence in total workforce management
• Maximizing the value of the customer experience
• Tackling cost reduction opportunities
• Creating a culture of employee engagement and employee retention
• Achieving great results with performance management tools
• Learning how to build a contact center virtualization