Description

OBJECTIVE

The ABCDI Operational Course aims to train managers and customer service teams to strategically utilize the... performance indicators and the motivational campaigns as essential tools for excellence in call centers. The goal is to offer a practical and applied approach to:

📊 Definition and monitoring of key performance indicators (KPIs), ensuring greater control and efficiency in the results.
🧩 Interpretation of operational metrics, Transforming data into insights for continuous improvement.
💡 Development of motivational campaigns, focused on team engagement and appreciation.
🗣️ Effective internal communication, strengthening the organizational culture and aligning objectives.
🚀 High-performance strategies, which combine results-oriented management and motivation to achieve excellence in customer service.

By the end, participants will be prepared to apply management and motivation methodologies that promote... Greater productivity, improved service quality, and satisfaction for both staff and customers.

MODERATOR

Dr. Ricardo Rocha

Director of ABCDI (2025/2026), Doctor graduated from the federal university of Ceará in 1997, Medical residency in radiology and diagnostic imaging at the Mandaqui hospital complex - São Paulo SP, Postgraduate studies in head and neck radiology and neuroradiology at IES/FAMETRO, Former vice-president and director of professional defense at SOCEARA, Director of SINDESSEC and Coordinator of the imaging department of the association of hospitals in Ceará.

SPEAKER

Anaílton Salles

I have 25 years of experience implementing and leading Call Center projects, managing multidisciplinary teams and focusing on results. I help companies achieve profits and reach their goals, prioritizing the delivery of project objectives and fostering teamwork. In the private healthcare sector, I have 16 years of experience working in Call Centers for both Payer and Service Provider clients.