Ethos Consultancy set for the 7th GCC Customer Care Conference

At the 5-day seminar that is expected to receive regional delegates, Ethos Consultancy will focus on new research methods that will revolutionize customer care.

Presented by Mr. Robert Kaey, Managing director of Ethos Consultancy, The New Research Methods will take a closer look on regional and international customer care and service trends, focusing on strategic plan for private and public sectors to improve efficiency and effectiveness to reduce operational costs. The presentation will also highlight methods for Future Skills and Trainings that will evaluate the skill level of GCC contact center agents, technology training & skill development, drivers of change and future skills requirements as well as setting standards in order to meet international level.

"Technology led measurements drive Ethos innovations. We focus on timely, efficient leading customer service indicators rather than the traditional lagging customer service indicators which tend to slow down the research process."

Robert Keay, Managing Director, Ethos Consultancy.

Established over 5 years ago, Ethos Consultancy's experience comprise of a vast portfolio of government and non-government organisations including retail banks, telecoms, retail and finance industries across the UAE. Ethos Consultancy has recently worked with the UAE Federal Government on a project measuring customer satisfaction across 37 Ministries and Authorities as part of their Service Excellence Programme.

With a developed online reporting solution to enhance data accumulation, Ethos Consultancy has accumulated over 250,000 customer surveys, over 100,000 mystery shopper surveys and over 25,000 employee satisfaction reports. Ethos Consultancy has produced Customer Satisfaction Indexes and used the analysed results to identify areas of improvements and deliver total customer service excellence.

Having recently released the 4th Bank benchmarking Study, an annual study that evaluates key differentiators to define customer experience and satisfaction, Ethos Consultancy was also merited with the Lloyds TSB award for small business, a prestigious award that recognizes young innovative businesses in the UAE.