Customer Care Conference & Expo is the most important East European event that addresses the customer care industry, with focus on strategic marketing insights. It provides an excellent opportunity to gain a broad overview regarding the customer care markets, from call centers and help desks to face to face contact possibilities with consumers.
A decade ago the international customer care market demanded the reinvention of business perspectives, focusing more on soft skill development and customer experience.
Nowadays, along with the constant evolution of competition intelligence tools, the business environment is searching for a strategic paradigm shift as a survival and development imperative. The 15th edition of Customer Care Conference brings into question the selection, training and motivation of employees in contact centers to increase customer satisfaction and loyalty.
- “70% of employees say their employer should understand them to the same degree they are expected to understand customers” (Towers Watson). It is the companies’ challenge to develop methods to boost employees performance, motivation and engagement to increase customer satisfaction.
- In our workplace today, Millennials represent an important and impactful share (about half of them are currently in the workforce, worldwide, from a total of 80 million). They have early promotion opportunities, and will require more training and mentoring to support them through this transition. Accordingly, innovative ways of training should be adapted to them, tailored to increase customers’ satisfaction.
- In a fast-moving world, a major responsibility for HR Recruitment is to keep up with developing trends. The efficient recruiting process must be adapted to select the best-fitted employees to meet and exceed customers’ expectations.