Instructed by Marie Shubin, Customer Care Consultant (Formerly with EJ Gallo)
Dates and Times Part 1: Tuesday, August 13, 2019, 2:00 pm–3:00 pm ET
Part 2: Tuesday, August 20, 2019, 2:00 pm–3:00 pm ET
SOCAP Member: $179
Are you frequently expected to do more with fewer resources and less funding? Do you know what it costs to run your department? Where can you be more cost effective without downgrading service? Is your contact center funded by your brands? How do you charge them—or how do they pay for your services? Do you know how much it costs to handle product quality issues in your department? What does it cost to add support for a new brand? These are some of the questions you can answer using Activity Based Costing (ABC). This course will teach you how to perform simple ABC for your contact center using an Excel spreadsheet and the data from your CRM system. There will be a pre-course spreadsheet for you to complete, and the template will be sent to attendees in advance.
About the Instructor
Marie Shubin has been actively engaged in managing customer care organizations for many years, primarily in the consumer products industry, with stints in technology and healthcare. She has been an active member of SOCAP since 1993, serving as a chapter officer, committee member, Board member and the 2015 Chair of the Board of Directors. She has a practical approach to contact center management, using data to to manage the finances and performance metrics of care organizations have been in a constant state of change for years. Though she retired from a long career with E. & J. Gallo Winery, she has not retired from SOCAP and her dedication to the continuous improvement of the customer care profession.