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Contact |
F&G Publishing
kantoor België/Belgique
Drukpersstraat 4 rue de la Presse
Brussel 1000 Bruxelles
Tel 02/229.19.15.
Fax 02/218.31.41.
E-mail info@fngpubli.com
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Program |
During two sponsorsessions the sponsors will have the opportunity to introduce themselves to the participants.
Unfortunatell the program is not finalized yet but please come back regurlarly. The sponsors are busy and we will update this site as soon as we receive the information.
12.00 First Sponsorsession
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Joep Gerris, Sales Manager NICE Benelux
"Effective Quality Monitoring"
Many organisations know that Quality Monitoring helps them to evaluate the agent’s performance. But can Quality Monitoring also help in First Call Resolution, improving Marketing Campaigns, Cross and Up-selling and Retention Management?
Veel organisaties realiseren zich dat de gebruikelijke methoden van Quality Monitoring een goede beoordeling van de agent geven. Kan QM echter ook bijdragen aan First Call Resolution, verbetering van Marketing Campagnes, Cross en Upselling, Retention Management? |
13.30 Second Sponsorsession
 Filip Jennen
"Klantenbeleving als USP"
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Benedicte Lefèvre, Retail Sales Channels Manager at Electrabel
"Customer Centric Management at Electrabel"
The new customer has arrived. He is more demanding and very well informed. His channel preferences are evolving. He makes more and more use of the new communication media but at the same time, he wants to keep having the possibility to enter in contact with his supplier in all possible ways. The required multi-channel strategy to answer these customer needs must however be balanced with the costs imperatives of the Mass Market.
Recognizing these trends, Electrabel launched in 2007 a major customer management program aiming at increasing overall customer satisfaction through best-in-class contact handling while at the same time keeping the cost-to-serve a customer under control.
Together with its contact center partner N-Allo, Electrabel implemented customer-centric solutions, built on the principles of proactive information. |
