Gaining the competitive edge in today’s fast-paced, constantly evolving business world means companies must escalate operating performance, reduce costs, increase reliability, improve cycle time to market, and ultimately meet and exceed customer requirements. And oh, by the way, the call center needs to support all these corporate objectives, especially the ones about improving performance, while reducing costs and meeting service objectives. Sound like an impossible dream...or job for a superhero?

Today’s call center manager is certainly expected to perform extraordinary feats. But rather than calling upon superhuman powers, the best way to accomplish the above is with a well-designed performance measurement and management system and an understanding of what you should measure, when you should measure, and how you should report the information.  This training series is for call center managers and supervisors needing to hone their skills and learn innovative ways to raise the call center's quality of service, improve operational efficiency and lower operating costs.  Taught live by members of the RCCSP Professional Education Alliance, and delivered in-house in a virtual classroom at your location, the Call Center Workforce Management Training Series offers proven call center forecasting and scheduling techniques which can be applied directly to your call centers.

This US management seminar series will be delivered in English.

Series Schedule

Introduction to Workforce Management:
What All Call Center Staff Need to Know

Summer 2009:		Thursday, July 9, 2009 -- 1:00pm-2:30pm CST
		Thursday, August 6, 2009 -- 3:00pm-4:30pm CST
Fall 2009:		Thursday, October 29, 2009 -- 1:00pm-2:30pm CST

In this session you will learn about the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You will also find about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.

Seminar attendees will learn to:

• Define workforce management and its implications on cost and service.
• Describe why call center staffing is such a unique kind of problem.
• Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
• Identify the impact that every single individual has on meeting service goals and balancing workload.
• Outline ways to improve attendance and schedule adherence.

.

Key Performance Indicators:
Managing and Reporting the Numbers

Summer 2009:		Thursday, June 25, 2009 -- 1:00pm-2:30pm CST
		Thursday, July 23, 2009 -- 3:00pm-4:30pm CST
Fall 2009:		Thursday, October 22, 2009 -- 1:00pm-2:30pm CST

This class presents formulae and calculations for understanding the math associated with today’s most common key performance indicators (KPIs). Participants will learn about the most common measures of performance and how to calculate and analyze them. The seminar will explore the top ten performance indicators and de-mystify the math behind the numbers.

Seminar attendees will learn to:

• Identify the most critical KPIs for call center and agent performance and how to calculate them.
• Calculate the service, cost, and productivity implications of staffing decisions.
• Define the critical KPIs to reflect quality of service as well as service efficiency.
• Identify the most common math mistakes made in call centers today.
• Describe how to perform a correlation analysis to ensure the correct KPIs are in place to support business goals.

.

Introduction to Call Center Technologies:
A Beginner's Guide

Summer 2009:		Thursday, July 16, 2009 -- 1:00pm-2:30pm CST
		Thursday, August 13, 2009 -- 3:00pm-4:30pm CST
Fall 2009:		Thursday, November 5, 2009 -- 1:00pm-2:30pm CST

This online training course will provide an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency of the center. Three categories of technologies will be presented:

• The first part of the workshop will focus on various call routing and delivery mechanisms for getting the call to the agent desktop.
• The second part of the workshop will focus on related call center technologies that benefit the organization as the center grows in size and complexity to manage performance.
• The third part of the workshop will focus on wide array of CRM technologies to support the customer experience. The session will also include tips on procuring and implementing these technologies in the call center.

Seminar attendees will learn to:

• Define the three basic functions of technology: call delivery, performance management, and customer interaction.
• Identify what alternatives are available for routing calls and contacts to the agent's desktop.
• Describe the technologies that are available to help manage the performance of the contact center and the staff.
• Describe the latest in front-office and back-office CRM technologies.
• Identify some inexpensive technologies that could benefit your call center immediately

.

Business Process Improvement:
Six Sigma and Beyond

Fall 2009:

Thursday, November 12, 2009 -- 1:00pm-2:30pm CST

Many different quality initiatives and business process improvement methodologies have come and gone over the years. This web training course presents one of the most popular and widely used process initiatives being used in the early 21st Century to improve customer satisfaction, improve operating efficiencies, and reduce errors in the workplace. Six Sigma has gained favor as a smart way to manage a business or department and a process which uses facts and data to drive business solutions that ensure return on investment and customer satisfaction. Whether your organization is planning a full-scale Six Sigma implementation or not, you'll benefit from learning the basic steps of this business improvement process and how it applies to a variety of call center issues.

Participants will learn:

• Six Sigma and other business improvement processes and their place in call centers today.
• Five step DMAIC process of Six Sigma.
• The process and tools that can be used to define business improvement projects.
• How to measure and analyze all types of customer and internal data.
• How to identify alternatives potential solutions and doing a cost/benefit analysis of these options.
• The process for implementing solutions and ensuring long-term success.

.

Analytics and Reporting:
Developing a Call Center Communications Plan

Fall 2009:

Thursday, November 19, 2009 -- 1:00pm-2:30pm CST

The areas of performance optimization and performance analytics are getting much attention today as one of the biggest opportunities to improve overall performance in a call center. What is the difference between reporting, analytics, and performance management? This web course is designed to help call center managers and analysts understand these important functions - and the associated technologies - in order to make better decisions.

Participants will learn:

• The basic roles of reporting, analytics, and performance management functions

• The difference and interrelation between them

• How to apply these functions based on the specific challenges

• How to develop an effective reporting strategy

• How to identify sources of data to be utilized in reporting and analytical tasks.

• About the role of performance management supported by reporting and analytics.

• About technologies involved in analytics and performance management.

• Best practices for communicating performance results to upper management.

.

Who Should Attend

Managers, supervisors, and operations manager who are responsible for performance in the call center.  The material in the first five sessions is at an intermediate level.

How to Attend

Access to all seminars in the Operation Management Series is provided via an Internet connection and a separate audio (telephone) connection.  Two days prior to each seminar, you will be emailed access instructions for the web portion and the telephone number to call.  An unlimited number of in-house employees may participate around a single web/audio connection.

Course Instructors

The Operations Management Series sessions will be led by members of the RCCSP Professional Education Alliance, a horizontal industry alliance of US call center training providers.

Location

A training room at your facility, with an Internet connection, projection unit, projection screen, telephone line and audio amplification capability.

What’s Included

The registration/connection fee includes a single Internet and single telephone connection to the seven web-based seminars and a course manual master for internal duplication and internal distribution only.

Registration Fees

The fee for the entire series of nine seminars for an unlimited number of your company's employees around a single connection is $1375 for the accelerated 5-part series.  

Payment in advance is required for attendance of the seminar series.

To register, click on the "Book Now" button or call (708) 246-0320.

Private Online Certification

Can't make these dates?  Why not schedule a private in-house seminar series on the dates of your choosing? Any number of your employees may attend each of the seminars around a single web connection (such as in your training room).  The cost of a private seminar series, for a single connection, is $3000.  To schedule dates for your private series, please call (708) 246-0320.

Payment is due prior to the seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500 USD.  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 credit, less administrative fees of $500 USD, 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.