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9
mayo
9:30 AM
Hora Colombia
objective
Obtain the necessary knowledge to manage digital Channels taking into account theories of queues, profiles of people, etc.
Content
Customer experience
NPS customer satisfaction
Quality of service SLA
Operative strategy
Relationship model
Better practices
Operating Model
Journey Map
Empathic map
Indicators, Efficiency, Quality, Cost Transactional Processes
Support processes
Technological tools
IVR
CTI
CRM
Social networks
objective
Aida Rincon
Senior Teleaction Consultant.
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