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|
| Core Module Session |
| Elective Module B |
B1. Technology Selection & Implementation
B2. Contact Center Strategy
B3. Web Analytics |
|
 |
| Day 1 March 28th, 2006 |
Day 2 March 29th, 2006 |
| 0900-1000 |
Customer
Value Management
Trainer: Sampson Lee
|
 |
|
0900-1000 |
Technology Selection
& Implementation
Trainer: Ro King
|
 |
|
| 1000-1015 |
Morning Coffee |
1000-1015 |
Morning Coffee |
| 1015-1115 |
Customer
Value Management
Trainer: Sampson Lee
|
|
|
1015-1115 |
Technology Selection
& Implementation
Trainer: Ro King
|
|
|
| 1115-1130 |
Morning Coffee |
1115-1130 |
Morning Coffee |
| 1130-1230 |
CRM
Vision & Strategy
Trainer: Candice Ng-Chee
|
 |
|
1130-1230 |
Contact
Center Strategy
Trainer: Donna Fluss
|
 |
|
| 1230-1330 |
Luncheon |
1230-1330 |
Luncheon |
| 1330-1430 |
CRM
Vision & Strategy
Trainer: Candice Ng-Chee
|
|
|
1330-1430 |
Contact
Center Strategy
Trainer: Donna Fluss
|
|
|
| 1430-1445 |
Afternoon Coffee |
1430-1445 |
Afternoon Coffee |
| 1445-1545 |
Customer
Loyalty & Satisfaction
Trainer: John Chisholm
|
 |
|
1445-1545 |
Customer
Data Management
Trainer: Jim Sterne
|
 |
|
| 1545-1600 |
Afternoon Coffee |
1545-1600 |
Afternoon Coffee |
| 1600-1700 |
Customer
Loyalty & Satisfaction
Trainer: John Chisholm
|
|
|
1600-1700 |
Customer
Data Management
Trainer: Jim Sterne
|
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|
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