ITC will be presenting a series of webcasts that focus on how to obtain full value from Shared Service Center projects. In many cases, projects to consolidate customer service activities are justified through projected cost savings. ITC will present a variety of techniques and tools to help ensure that the value of consolidated customer service operations is achieved, without unduly impacting customer satisfaction. These topics will include:
Models to project the required staffing for a customer service Shared Service Center so that the right balance is achieved between a model that is lean (managing costs) but also provides an appropriate service level to customers (managing quality).
Customer Service as a function is unique in that the time to execute a transaction is very important since a customer may be on the phone line, waiting for the company’s representative to retrieve information or execute a transaction. ITC will present information on solutions that can streamline transaction processing to allow customer service representatives to work more quickly within their existing Oracle system.
|SSC Planning & Global Design||November 3rd 2015|
|Change Management & Training for SSC||December 17th 2015|
|Managing SSC’s IT Requirements||January 19th 2016|
|SSC’s Implementation – Do’s & Don’ts||February 18th 2016|
|SSC Streamlined business process #1||March 17th 2016|
|SSC Streamlined business process #2||April 14th 2016|
|SSC KPIs & Operational Analytics||May 17th 2016|
|SSC Continuous Process Improvement||June 16th 2016|