Join the SOCAP Great Lakes Chapter as we celebrate our members! We will have keynote speaker
Amy Novak, Certified Call Center Auditor, Senior Consultant from BenchmarkPortal. She will discuss Connecting Customer Engagement to Agent Engagement.
Participants will learn:
Where to Begin
• Hire the right agents
• Welcome them warmly
Give Good Instruction
• Share your passion
• Shut up and Listen
Agent Engagement
• Data from BMP Agent Voices Report
• Agent dashboards/reporting
Key Ingredients to Connecting Engagement
• Metrics: Alignment of what is valued by the agent with what is valued by the customer
The keynote address will be followed by a tour of the Underground Railroad and networking luncheon.
WHEN
Thursday, September 10, 2015 (Events Schedule)
8:30 am - 9:00 am Registration
9:00 am - 10:00 am Keynote Speaker Amy Novak
10:00 am - 12:00 pm Underground Railroad Museum
12:00 pm - 1:30 pm Networking Luncheon/Closing Remarks
WHERE
First Congregational Church of Detroit
33 E. Forest Avenue
Detroit, MI 48201
313-831-4080
COST
Members - FREE
Non-Members - $75