Grupo Utopia's May  

2003 Seminar Highlights

Grupo Utopia CEO David Anderson, with Seminar Coordinator Juan Carlos Quiros and La Republica Technology Reporter Johnny Castro.

The first in the Grupo Utopia Seminar Series for 2003 kicked off with a bang on Wednesday May 14^th, with over 50 of the most important people in the Call Center Industry in Costa Rica joining David Anderson and 

Sponsors Cisco® Systems and Alcatel® for a three-day seminar on Call Center Technology and Customer Service. The Seminar focused for the first day on technology offerings in Call Centers from Cisco and Alcatel, with the second day focused on managing people in a call center.  The third day featured a presentation by David Anderson on Great Customer Service followed by a workshop on call handling.

The Seminar focused on a theme of People Technology and Processes. The technology focus was on developing a True Contact Center (Multichannel), rather than a traditional call center. Cisco experts Franz Gonzalez and Alex Torres discussed in detail Cisco’s Contact Center Strategy, while Valentine Valle of Genesys (Alcatel), discussed the business implications of a Contact Center.

“The Grupo Utopia Seminar Series is our way of introducing some higher concepts in Service to Business Development in Costa Rica. We are excited about the turnout at this first event, but we learned a lot during the process,” Anderson said. “Probably the most important lessons we learned were about timing and programming the event.

Due to the fact that two of our presenters were coming from out of the country, we did not get a chance to really do a good walk through prior to the event.  The result was we had some scheduling difficulties at times.  The next event will be more focused, but not lose the spontaneity that made this one fun as well as imformative for the participants," Anderson said.

Attendees Listen Intently as Grupo Utopia CEO David Anderson Discusses Customer Service

Anderson Discusses Methods to Motivate Staff

Attendees Enjoy a Light Moment During the Seminar