Rolf has a background as Regional Director, Central European Region for COPC Inc. One of the world’s most prestigious performance improvement consultancies specialising in operational excellence and customer experience management.
This has brought him into to his current position as Senior Vice President, Customer Contact Centres at TDC/Yousee, the largest telecommunications company in Denmark, where he has started a significant change program “Doing Things Right”, creating a Customer focused performance organization.
How high performance organisations increase CSAT while decrease costs
Get insights into how high performing, customer centric organisations work with quality and knowledge processes. These processes ensure consistent high levels of Customer Satisfaction as well as provide insights into the drivers of business performance. Turning a touchpoint into listening posts is crucial for companies who want to achieve consistent high Customer Satisfaction. You will get practical, hands-on examples of how to approach implementation of effective quality and knowledge processes.