Banyak pebisnis dan marketer berpendapat bahwa media sosial sangat membantu dan bermanfaat dalam menarik pelanggan baru ke bisnis mereka. Kenyataannya memang demikian, media sosial sangat efektif dalam mengembangkan bisnis, baik bisnis dalam skala kecil maupun besar.Perkembangan teknologi saat ini membawa dampak pada media komunikasi yang digunakan atau diaplikasikan pada layanan customer service. Penggunaan media sosial pada layanan customer service dipandang sebagai cara jitu dalam...

Quality monitoring task is to plan, measure, monitor and develop a quality of service Contact Center/Call Center. The Quality Monitoring Professional is responsible for working closely with the Sales and Customer Services teams to ensure the quality of sales are adhered to consistently. The Quality Monitoring Professional will be responsible for monitoring and providing feedback to Sales and CS management to drive improvements and consistency.Contact Center quality management systems have...

Contact Center Indonesia Certification (CCIC) HR Professional training will empower you to raise your capacity, skill, knowledge, and expertise on how to manage your contact center personnel in nowadays digital platform and multichannel service, also to anticipate the more complexity of customer behavior and local government regulation. The CCIC training series is designed with international standard of Contact Center best practice, affiliated with ContactCenterWorld in material...

Memimpin Contact Center bukan perkara yang mudah.  Pemimpin di Contact Center harus memiliki pengetahuan dan keterampilan untuk mampu menjalankan kepemimpinannya secara efektif.  Dunia Contact Center sangatlah unik, berbeda dengan kebanyakan industri, karena itu berbekal pengalaman kepemimpinan saja tidak cukup.  Mereka harus dibekali pengetahuan dan pemahaman tentang operasional Contact Center. Program pelatihan “Leader In You for Contact Center Team” dirancang...

JOIN THIS FREE  EVENT_Learn New Tips, Ideas and Lessons!_ContactCenterWorld is proud to present 'Outsourching - Tips & Best Practice' - part of our Online Conferences Series!Event Schedule for Asia Pacific; Monday, May 11, 2020 from 12:00 PM - 03:00 PM Jakarta (GMT+7) ; Approximately 3 hours long.It can be challenging for you and your team, can cause some anxiety and also uncertainty in how best to train, manage, motivate and engage with everyone.If you miss it, access it...

Why Social Media is becoming important in Customer Service?By the end of the year 2014,20% customer service interaction through social media.68% of customers feel important when companies answer questions and complaints through social media.32% more customers believe a comment to a brand that is written in social media.62% of the company plans to use social media for customer service in 2013 - economist intelligence unit.For above reasons, companies which have been used in social...

Specifically, Contact Center Analyst works as a liaison among stakeholders of the Contact Center in order to elicit, validate and analyze data performance, prepare annual planning and service improvement.Contact Center Analyst Certified Module is designed for extracting the updated, dynamic the key principles and best methodologies for every Contact Center/Call Center Analyst function. The competency to be equipped here will help all analyst roles in the understanding contact center unique...

Penanganan profesional dan efisien untuk setiap keluhan pelanggan merupakan faktor penting bagi semua organisasi, baik di perusahaan swasta maupun sektor publik. Ada manfaat nyata dalam memprioritaskan dan meningkatkan penanganan keluhan atau pengaduan. Dampak positifnya, pelanggan akan semakin loyal kepada perusahaan/produk kita, apabila keluhannya telah diselesaikan dengan baik. Apabila keluhan pelanggan tidak ditangani dengan efektif dan efisien, dapat berdampak pada “getok...

Pemantauan atau penilaian kualitas memegang peranan penting di Contact Center baik Inbound maupun Outbound, untuk memastikan pelayanan yang diberikan kepada pelanggan sesuai standar yang diinginkan oleh perusahaan. Pelatihan Basic Quality Monitoring difokuskan kepada konsep dasar pelaksanaan Quality Monitoring di voice channel (Inbound dan/atau Outbound). Tujuan PelatihanPeserta memahami dan mengetahui tugas dan fungsi Quality Monitoring di Contact CenterPeserta memahami dan...