ProFora Media is accepting registrations for an upcoming webinar on the State of E-Commerce in the Philippines by Janette Toral.
Janette will be discussing the latest updates on the latest statistics, industry developments, policy updates and trends in E-Commerce within the Philippines during this complimentary one-hour webinar.
This live session will be held on July 16, 2009 at 11:00 AM Philippine time.
Expert speaker Janette co-founded the Philippine Internet Commerce Society in 1997 and lobbied for the passage of the Y2K Law and E-Commerce Law. She published her e-commerce book in year 2000 that gave birth to DigitalFilipino.com. She is the first Filipino author published by McGraw-Hill Education Asia.
She is a recipient of the DTI / CITEM E-Services Philippines E-Champion Award 2008 for Policy Development following Senators Magsaysay and Roxas.
For registration inquiries, you can contact ProFora at 63.2.3767040 or info @ proforamedia.com.
Is your Quality Assurance program measuring up with the best? Let this webinar reveal you the essentials of a topnotch QA program.
Call Center Quality is more than just tagging scores on an agent’s performance. While metrics can be reliable, they don’t fully monitor the overall dynamics between agent and customer. An effective Quality Assurance program is dependent on finding out the “complete picture” of every call, including the “unmeasurable” elements, and that’s why contact centers are struggling to find the winning formula behind Quality Assurance.
Beneficial to contact center managers, supervisors and QA professionals, this 1 1/2 hour webinar will reveal how to get the most out of capturing, analyzing, reporting and coaching for Quality Assessment purposes. You will learn about:
- Defining your program goals
- Balancing call quality and call metrics
- The Common Scorecard pitfalls
- Successful calibration
- The bottom line in data reporting
Expert speaker Tom Vander Well has been providing Quality Assessment (QA) in contact centers before “your call may be monitored” was a common phrase to consumers. For the past 17 years, he has been on the cutting edge of this developing discipline.
He is a partner and Vice President of c wenger group, a consulting firm in Des Moines, Iowa, USA that helps companies like Volvo, John Deere and Principal Financial Group, measure and improve service quality in their contact centers. His group incorporates Customer Satisfaction Research, Quality Assessment and Training into a cycle of continuous improvement.
Tom has become a popular speaker on the subjects of QA and Customer Service. He also writes a blog that has been called the “Best Call Center Blog” by a leading industry magazine.
If you’re interested in attending this webinar, you can leave a comment and include your preferred time.
