Interacting Effectively With Call Center Professionals Self-paced, self-study online training course, $300 Volume and series discounts available

Overview

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.

Today’s 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:

• Effectively communicate throughout the organization.

• Outline the WFM process in easy-to-understand language.

• Educate others about their role in the WFM process.

• Identify communications styles and techniques to maximize interactions.

• Describe conflict management strategies to improve WFM relationships with other groups.

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.

Registration Fees

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.

Volume Discounts

• Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
• Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.

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.

11-part Call Center Workforce Management Comprehensive Web-Based Training Series

$2,495

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

Seminar Schedule

Interacting Effectively

Self-Study

Online

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 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.

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