Description

Every company knows how important good telephone accessibility is for its customers and thus its turnover. Yet this does not appear to be easy; the examples of bad press are therefore legion. NEN recently launched its standard for telephone accessibility. This allows companies to calibrate and compare themselves, if desired, in relation to their competition. However, telephony is not the only medium used by customers to approach a company; the new (social) media have an increasing share in this. Companies will also have to keep up with this.

On this evening of lectures, together with the NEN and Avaya, we will take you into the world of customer contacts. First, we will look at the NEN standard 'Telephone Reachability', then Avaya will give its vision on the mixed use of old and new media in communicating to the customer, and finally the NEN will conclude with a preliminary for the NEN standard 'Handling Customer Contacts'. Afterwards, there will be room for discussion in which, with statements such as "an agent should not tweet", the "Marketing department cannot deal with customer emotions", we will not only look at the technology, but also include the organisational side

17.30 hrs Reception
18.30 hrs Opening by evening chairman Jeanette Ververs-de Geus
18.40 hrs NEN 8878 telephone accessibility by Evert Jan Westera, Chairman Standards Committee NEN 8878
19.15 hrs Multimedia Customer Contact: "The new communication" by Dennis Louis Couperus and Sander Hoefsmid; Contact Centre and Multi Media Consultant, Avaya
19.50 h New NEN initiative 'Handling Customer Contacts' by Jos Mittelmeijer; NEN and President of the Contact Centres Managers Association (CCMA)
20.25 h Discussion
21.00 h Closing drinks
22.00 h Room and parking garage Malieveld close

Organisation of the evening: Jeanette Ververs, vice-president Department for Telecommunications.

Location

KIVI NIRIA building, Prinsessegracht 23

2514 AP The Hague

Organiser

Telecommunications

NERG

Name and contact details for information

Further information from ir Jeanette Ververs MBA at the e-mail address below.

jeanette@avelinq.nl