Thursday, May 7, 2015
10:45 AM - 11:45 AM
Better Budgets provides practical ways to build and support what it takes to run and operate a center. Discussing sources for key data, assumptions, prerequisites, ratios, planning and contingencies. Where do you find them? What degrees are accuracy are need when? How do different service levels and management expectation affect budgets and budgeting process? What and how to account for changes both known and suspected? John brings experience with many different centers, organizations and approaches to show what works best in a given circumstance. From imposed budgets to zero based budgeting, each gives the center management boundaries and parameters that need to be worked within. What works best for your organization and how its mission is affected? This fast paced talk gives the essence so you can build better budgets.
About the Speaker
John Cockerill as President of The Taylor Reach Group Inc. (TRG) consults on sales, marketing and customer service operations management. TRG’s clients include firms in the environmental, automotive, financial and high tech fields. He brings years of experience focused on improving the customer experience, centers operational and performance excellence.
John believes that all organizations can deliver outstanding results by understanding what the customer wants, listening to the voice of the customer, and a well-focused internal quality assurance and aligning the two views. The key is understanding the synthesis of the opinions from customers and management.
John joined TRG from The Bank of Canada where he was in charge of the strategic planning and day to day operations of the Client Service Centre and at EDS. John spearheaded the changes required to meet and maintain the service levels while dealing the explosive growth of key programs.
John joined the Bank from Watts Communications Ltd. where he was responsible for sales and marketing and helped Watts become one of Canada’s leading supplier of outsourced call centre services.
Johns managed a leading charity’s 20 telefundraising centres across Canada; had his own consulting practice; and worked with Ogilvy and Mather, and Compusearch Market and Social Research.
John was educated at Ryerson Polytechnic Institute in Toronto. He is Chair on the Board of Better Living Health and Community Services.