Artificial Intelligence in Contact Centre Management
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through upselling and cross selling and consultative selling as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with voice of the customer programmes, negotiation in sales and difficult conversations in their own organisation.
What delegates leave able to do
- Review voice of the customer programmes and say plainly whether it is working, measured against the Consumer Protection Act
- Make a decision about negotiation in sales without waiting for a specialist
- Improve difficult conversations within their own organisation
- Bring customer retention into line with current good practice
What the course covers
- Upselling and cross selling
- Consultative selling
- Voice of the customer programmes
- Negotiation in sales
- Difficult conversations
- Customer retention
- Needs analysis
Who should attend
- key account managers
- service desk staff
- sales representatives
- client relationship managers
