Jan Smets, Director Customer Care Mail and Retail Solutions bpost
The House of Contact Centers (THoCC) occupies a unique place in the sector. With their Contact Center Operating Model, THoCC succeeded in decoding the DNA of a high-performance contact center in an emperical way. Measuring a contact center by means of that model, allows to obtain a realistic image of the current and desired performance level of all relevant components. That measurement then translates into an objective guideline for the most impacting optimizations, describing the most effective leverages to attaining these optimizations.
Tons of experience allow THoCC to give advice during the realization of these improvements. Geared up with strategic strength to link contact center performance to a broader context, and utterly experienced in operations to guide/implement all improvements, knowledge transfer included. On top of that, THoCC offers you the opportunity to experiment in a safe lab environment.
For more than 10 years now, THoCC’s Expert Class Contact Center Management boosts contact center managers to a whole new and higher level, combining theory with practice brought by industry experts. Yielding a more than impressive network and overall insight. This outcome is reinforced by scientific and academic research.