First Call Resolution - Call Centers' Golden KPI
Marcela Stoica
Director of Customer Relations for Business Market

Highlights of the presentation:
FCR brings the balance of the quality and the efficiency of your call center at your fingertips. Find out how can you define and measure it, how can you improve it, what factors influences FCR and how can you deploy a FCR culture in your call center.

Bogdan Vasiliu
Vice President, Commission of Experts in IT&C Systems Security

Highlights of the presentation:
Association

- Understanding your organization business
- Why embedding into organizational culture
- Business Continuity at a Glance
- Why Business Continuity is important
- How to deal with crisis

Finance & Accounting Outsourcing in Romania
Raluca Partenie Vasiu
Sales Manager

Highlights of the presentation:
Global and European FA Outsourcing Market
What can actually be outsourced
Customer benefits

New trends in the Call Center world
Eduard Merk
Contact Center Consultant

Highlights of the presentation:
Like SaaS (software as a service) but than a complete package including training CRM specialists, WFM planner and forcasters Telephony platform and so on
Telecom account management (telephone and data costing)
The enterprise vision is coming up but the call center suite approach is passe
Off shoring to countries like Turkey is coming to a halt
Maturity of call center organization is still far away

How to drive customer experience improvements through self-care
Andreea Stanescu
Senior Director Customer Operations

Highlights of the presentation:
Make use of customer insights driven from root causes for calls
Use customer insights to define self-care tools
Improve existing self-care tools
How to educate customers to use self care.