|Tools and Methods For Call Center Managers
2-day training course,
This two day call center training course examines the many factors that can
be controlled, and how to attack common call center ills. You'll study the
concepts of proper strategic organization, management science, and call center
metrics. This course presents tools that will allow you to run your
call center at its optimum level. If you wish to be one of the best call
center managers in the industry, this training course is for you.
Topics of study will include:
Having It All
Every effective call center has three key components: low cost, flawless
service, and short wait time. You will learn how to integrate these
three vital components into the existing plan of your call center.
The Role of the Call Center Manager
This training course explains the manager's functions and roles. A
clear job description helps separate truly effective managers from the rest
of the pack. You will learn what tools are critical for every great
call center manager.
Traits That Set You Apart
Be one of the best managers in the call center industry. You will learn the
traits that will set you apart from the average manager, and then show you
how to make these traits your own.
Effective Call Center
You will learn what is required to continuously run an effective call center
operation at peak levels and how to instill that vision in all employees
Know What to Manage
Effective call center managers know what to manage and what to leave alone.
You will learn what you and your team must manage to assure that your
center is one of the best in your industry. Then you will understand
what tools are required to acquire and sustain top-notch service.
Understand Business Life Styles
Short business life cycles have created unique challenges for modern call
centers. You will study life cycles and the S-curve, and why its phases
are crucial for an effective call center.
Call Center Types
Understand the five types of call centers and how the operation must be designed
to support their unique demands.
Operational functions, from the customer all the way to the end product,
will be analyzed. Operational and support roles will be defined so
that the center can function as a successful team.
Contact center managers must share a clear vision. This requires concise
terms and definitions. We will study the most commonly misused terms
and how they undermine even the best call centers. Communication is
critical to convert your center into the best in the business.
Knowing What Tools Are Essential
You will be taught what tools are critical for every call center manager.
These tools allow the manager to assess the correctness, consistency, and
capability of every aspect of the call center.
What Every Call Center Wants
Low cost, short wait times, and spectacular performance
Tools, methods, and techniques so that you can have it all
The Four Traits of an Effective Call Center Operation
How to move your call center to peak performance levels
Maintaining and Sharing Knowledge
Your greatest asset
Providing people with the information necessary to skillfully run your center
How to Differentiate Yourself as the Best Call Center Manager in the
Tools, methods, and techniques for running an effective call center.
Methodology for effectively running the call center.
Queuing concepts and what's involved in managing a queue
Process management principles that provide a "True North" for running your
Product and process terminology, use, and the focus for operations
Service level agreements
How to use them
Who should use them
The difference between strategic and tactical decision-making
Metrics required for running a call center at optimal performance
How to Create a Competent Call Center Workforce That Will Brilliantly
Execute the Plan
Staff development - managers, supervisors, and agents
Staff migration through your center
Building a staff career path
Roles and responsibilities
Defining management, supervisory, and agent roles
What every manager must expect their supervisors to do
Providing the tools required for each function
How to Run Your Call Center at Peak Levels All the Time
Getting organized for the ease of doing business
The importance of factoring and segmenting the call center
Advanced techniques for using express lane concepts
What metrics are and how we can use them
How to use metrics to run the call center
Using queuing science and metrics to have it all: low cost, great service,
and short wait times
Strategies For Breaking Down the Four Biggest Barriers to Call Center
Strategy to make your call center efficient and flexible
Putting the pieces all together
The per student registration fee for this seminar is $1,495, and includes
the training, course materials, and refreshments. Why not bring your
associates? Register three or more attendees from your company for the same
seminar and receive an additional 10% off! Class begins at 9:00 AM and ends
at 5:00 PM each day.
To register, click on the "Book Now" button or please call (708) 246-0320
|2008 schedule to be released, soon
Click here to learn about
dates & locations
Payment is due prior to the seminar, including payment on purchase
orders. If payment is not received, a credit card hold will be required
for participation. This card will only be processed if payment has
not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten
business days in advance of the seminar start date for a full refund, less
administrative fees of $400. Or, you may transfer your registration
to another date or member of your company at no additional charge. Please
notify us as soon as possible. Registrants cancelling within fourteen days
of the seminar will receive credit, less administrative fees of $400, toward
any other Resource Center seminar. In the unlikely event that a seminar
must be cancelled, you will be notified at least one week prior to the seminar
date. Seminar provider is not responsible for losses due to cancellation
including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to