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Lead Organizations
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Petco
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Leadership Team
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William Shirk, Co-chair
Senior Vice President – Head of Sales Americas
Aegis
Erin Smith, Co-chair
Petco
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Executive Advisory Committee
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Tim Ghamian, Apple
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Primary Purpose
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This chapter will provide thought leadership, insights and knowledge exchange around core and emerging capabilities and challenges for global buyers, providers and advisors in the contact center and related business process outsourcing (BPO) arenas. N
Key areas of focus will include operations management, performance improvement as well as contact center and business process outsourcing strategy, selection and vendor management, . n
Knowledge exchange will focus on global best practices in strategy, processes, people and technology, continuous improvement (e.g., Six Sigma), KPIs and metrics, benchmarks, and targeted functional areas (establishing and closing outsourcing relationships/ programs, transaction and quality monitoring, workforce management, etc.) The importance of customer experience management and how it is the new differentiator in the BPO industry to enhance the customer lifetime value. n
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Meeting Frequency
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Quarterly
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Meeting Type
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virtual
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Non-Solicitation Policy
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All IAOP Chapters adhere to the non-solicitation policy. Click here to view the policy. n
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IAOP Chapter: Customer Contact Center Leadership
The Customer Contact Center Leadership Chapter is re-launching on September 15, 2010
The first meeting of the re-launching IAOP Customer Contact Center Leadership chapter, chaired by Aegis and PETCO, will be held on Wednesday, September 15, 2010, beginning at 10:00 am EDT.
"Using Quality Programs to Drive Performance Improvement"
Peter Bloom, Co-Founder of COPC Inc., and President of COPC QPO
Companies invest a significant amount of resources, systems, and time into their Quality programs but are not achieving the desired ROI in Customer Satisfaction, Service, Sales, Quality, Cost, or Compliance Performance. COPC Inc. finds that this a common challenge in the contact center industry due to common pitfalls experienced by many organizations. Based on 15 years of experience with over 1,200 organizations, this webinar conducted by COPC Inc. will focus on the link between Quality and overall business results including Customer Satisfaction, and how to avoid the common Quality pitfalls made by many. The webinar will cover:
- Five Common Quality Challenges and Pitfalls
- What they are and why they are common
- The effect of Pitfalls on Quality Program and Overall Business Performance
- A brief overview of each of pitfall and why they have a negative impact on Quality programs and why organizations are not achieving desired business results
- How to Overcome Common Pitfalls
- Benefits and Results if Quality Programs are Designed Correctly and Linked to Business Performance
- Based on the years of experience with over 1,200 organizations, COPC Inc. will provide examples and results of how organizations can achieve desired results by avoiding these pitfalls
Check back for additional details!
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