During this 90-minute web seminar WFM professionals will learn how to effectively communicate with call center professionals. Workforce planners often use specialized terms not always understood by all in a call center. Whether it is to guarantee cooperation from supervisors and agents, successful presentation of a business case, or getting an approval for resources required from the upper management, it is necessary to use terms and language used by the supervisors and the managment.
Todays WFM team is faced with a number of challenges that go well beyond the standard forecasting, scheduling and real-time management tasks. This session focuses on how to improve your communication style, build stronger relationships and educate others about the WFM process and its value to the organization. You'll learn four types of communication styles, how to identify your style and ways to adjust your communication style to those who possess a different one. You will also learn about conflict management strategies to help you interact with all levels of call center professionals more effectively.
Seminar attendees will learn to:
How to Participate
Use your Internet browser and your telephone to participate. No special software required. Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.
The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.
Certification Series Discounts
This seminar is included in the following certification series. To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
To register, click on the "Book Now" button or please call (708) 246-0320
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 fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar. There will be no refunds or credits for non-attendance.
Agenda, course dates, and locations are subject to change.
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 2014 Resource Center
for Customer Service Professionals LLC. All rights reserved.
Last modified March 27, 2014