May 28-29 in Kiev, the eighth International Business Forum “Direct Marketing Days in Ukraine-2008”, which was attended by over 400 delegates from 24 countries. Two days and three nights forum participants shared ideas, discussed urgent issues and determine trends in the industry – in the best tradition of “Days of DM.”
The forum took place at the same time the three conferences. One of them is “Live cases of Call-Center & CRM-solutions” drew special attention to the participants and guests. At this conference successfully performed Oxana Lutsenko, Managing Director of Marketing Lab on the topic: “The quality of the Call-center banks – how to assess and control.” On the example of Call-Center CJSC “Alfa-Bank”.
In its report, Oxana Lutsenko told the audience that the quality of customer service is an important competitive advantage for companies: JSC “Alfa-Bank”, that last year was the first step of monitoring the quality of Call-center of the company. The report contained a description of the preparation and implementation of the Mystery Shopping, assessment tools for operators, as well as the results of the program.
More about Business Forum “Direct Marketing Days in Ukraine 2008”, visit

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