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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 DesignNovember 3rd 2015
Change Management & Training for SSCDecember 17th 2015
Managing SSC’s IT RequirementsJanuary 19th 2016
SSC’s Implementation – Do’s & Don’tsFebruary 18th 2016
SSC Streamlined business process #1March 17th 2016
SSC Streamlined business process #2April 14th 2016
SSC KPIs & Operational AnalyticsMay 17th 2016
SSC Continuous Process ImprovementJune 16th 2016