Take an enterprise view of your Customer SErvice Strategy
Wednesday, May 6, 2015
9:15 AM - 10:15 AM
Senior customer service professionals face pressures to create new and innovative ways to satisfy ever increasing customer expectations. Whether it is launching a new customer loyalty program or new processes to improve response time, understanding the full impact that these strategies will have throughout your organization may be the difference between a successful result or one that misses the mark. Conversely, how can senior leaders be sure that back office changes do not undermine the ability for your team to deliver exceptional service?
A well researched and planned strategy considers the entire enterprise.
This session will give customer service professionals an overview of the concept of business architecture and how adopting a broader perspective can ensure your organization is not working at cross-purposes.
About the Speaker
Luisa Armstrong is the Business Architect for the Technical Standards and Safety Authority (TSSA) – an independent, not-for-profit organization responsible for the delivery of various safety programs and services including the administration of Ontario's Techical Standards & Safety Act, 2000.
Luisa has more than 20 years experience in customer service, designing, implementing and assessing progressive customer service standards in both the public and private sectors. Luisa’s career has included project management of a number of strategic initiatives , system architecture and implementations, managing a full range of customer-centric activities such as operational support services, call centre environments, issues management, customer communications, and overall strategic direction for customer service excellence. Luisa was previously TSSA's Director of Customer Services responsible for the strategic direction of TSSA's Customer Contact Centre, Licensing, Registration and Certification, Examinations, Facilities and Business Services, including internal support services for the operational areas of TSSA . Luisa has recently been appointed to a brand new position, Business Architect, to drive an enterprise wide business process development initiative.