High Performance Contact Center Operations
RCCSP™ Next Generation Contact Center Series
2-day hands-on training course - $1,995
On-site delivery available

Learn Principals and Practices That Deliver Breakthrough Contact Center Performance

Course Highlights:

  • Streamline your center's service delivery
  • Maximize your investment in human capital
  • Delineate roles and responsibilities in ways that optimize productivity
  • Engineer for lower costs and shortened wait times
  • Use factoring to deliver spectacular service on every call
  • Identify which metric tools you can use to drive performance
  • Monitor performance with a custom metric dashboard
  • Construct charts and reports that sound alarms and reveal solutions
  • Build a continuous improvement culture that creates momentum


You have all the necessary processes in place: agents are trained, forecasts and schedules are fine-tuned, quality monitoring practices functioning, a script in place, IVR and ACD systems configured, supervisors at the ready...  Still, the call center isn't running like a well-oiled machine.  Why?

How are some contact centers able to function with such high levels of precision while others are not?

Precision is not an accident, or the result of trial and error.  Tried-and-true management principles that underlie precision -- consistency over variability, tactics vs. strategy, manual vs. automated work, division of labor, just to name a few -- are as applicable to high-performing contact centers as they are to lean industrial operations.  

Leaders managing today's high-performing contact centers aren't managing by intuition or on-the-job learning experience. These 21st Century contact center professionals receive formal training in the discipline of contact center operations design and engineering. Their contact centers achieve shorter wait times, increased throughput, fewer errors, lower costs, and increased customer satisfaction and employee morale. Your center can, too.

Whether you have an existing call center or are just setting one up, Next Generation Contact Center Operations Management will enable you to thoroughly take control of your contact center's operations.  Under the guidance of service engineering authority James Abbott, attendees will learn to apply the basic principles necessary to run a call center or help desk operation at breakneck speed and efficiency.

Don't miss this opportunity to transform your contact center into an industrial-strength operation.

Attend this course and learn to:

  • Reduce the cost of operations
  • Provide a more consistent service
  • Align management, supervisory and front-line resources to maximize efficiency
  • Cultivate staff 's knowledge to run a call center or site effectively
  • Instill supervisory processes that achieve the goal
  • Minimize wait time, handle time, escalations, and errors
  • Implement culture change that will transform your operation
  • Make better operational decisions based on proactive metrics
  • Differentiate strategic and tactical decision-making, and use both to run your center
  • Learn core process engineering concepts that prepare you to respond to changing business needs and situations

Course Chapters

  • Chapter 1 - Introduction to Operations Management
  • Chapter 2 - Contact Center Teams, Roles, and Responsibilities
  • Chapter 3 - Contact Center Operating Requirements and Principles
  • Chapter 4 - The Role Metrics Play
  • Chapter 5 - Measuring Contact Center Operations
  • Chapter 6 - Charting Contact Center Operations
  • Chapter 7 - Monitoring and Evaluating Operations
  • Chapter 8 - A Suite of Metrics to Manage the Center
  • Chapter 9- Tools for Running a Contact Center
  • Chapter 10 - Running the Operation
  • Chapter 11 - Cultural Change & Culture Change Management

Who Should Participate

Contact Center Operations Management is appropriate for any professional participating in the management, supervision, or execution of call center operations or services.


Day 1

Chapter 1 - Introduction to Operations Management

  • The 21st Century contact center
    • The goal
    • Science, design, metrics and soft skills
  • Variability and consistency
    • The 3rd Principle of operations management
    • Assessing the operation for the 3 Cs: correctness, consistency, and capability
    • Why variability is the enemy
    • Consistency in every aspect of the center

Chapter 2 - Contact Center Teams, Roles, and Responsibilities

  • Manager, Supervisor, and Agent
  • The Supervisor
    • What effective supervisors do
      • Start - Run - Adjust - End
      • Metrics
      • Coaching
      • Using decision control logic
    • The supervisory process
    • What would happen if the agents were not there?
    • What would happen if the supervisor were not there?

Chapter 3 - Contact Center Operating Requirements and Principles

  • Operational tools and requirements
    • Walkabouts
      • Control the call
      • Know the sequence of events
      • Driving to successful call completion
    • Factoring and factor tables
      • Factoring the business for segmentation
      • Organizing the content
      • Adding meaning and clarity
      • Clearly defining processes
    • The role of dialogue
    • Managing what, why, when, and how the agent communicates on the call
      • Improvisation vs. play
    • Why does experience help the agent?
      • Knowing what the caller is going to say
      • Knowing what the the agent should and must say
      • Why experience is not enough
    • Target setting
  • 1st Principle of operations management - product vs. process
    • What you can and can not manage
    • Process metrics
    • Service Level Agreements
  • 2nd Principle of operations management - Decision making
    • Decisions
    • Violations
    • Goals
    • Metric views

Chapter 4 - The Role Metrics Play

  • The tactical view
  • Early warning signals
  • Telling the contact center story
  • Management by change
  • Enhancing the center
  • Not a performance of the agent

Chapter 5 - Measuring Contact Center Operations

  • Standard defined
  • What to measure
  • How to measure
  • Measurement of variation and error
  • Tables vs. graphs and when to use each
  • Getting a sharper picture with limits

Chapter 6 - Charting Contact Center Operations

  • Variation
  • Central tendency
  • What to expect
  • Uniqueness

Chapter 7 - Monitoring and Evaluating Operations

  • Reading a chart
  • Monitoring a total metric description
  • Alarms
    • Where alarms come from

Chapter 8- A Suite of Metrics to Manage the Center

  • Monitors of variability
  • Metrics and decision making
  • Change management
  • Improvement models
  • Identifying causes
  • Casual analysis

Chapter 9- Tools for Running a Contact Center

  • Good tools misused
    • Reactionary approaches
  • Recapping the 3 Cs

Chapter 10 - Running the Operation

  • Your base camp
  • Critical tools for operations management
  • Proactive measures
  • Making the best of a bad situation
  • Calibration of metrics
    • When to calibrate

Chapter 11 - Cultural Change & Culture Change Management

  • What culture change means
  • Your implementation plan
  • Applying soft skills
  • A strategy of divide and conquer
  • Plans that minimize risk of operational problems and maximize return

 No travel budget?  No problem. We'll pay your airfare. Click here.

Dates, Locations and Registration

Learn From the Industry's Leading Authorities

James Abbott

Recognized as the industry's foremost authority on contact center service engineering, James Abbott is a highly sought-after professional consultant and industrial engineer

What some past attendees say...

"I wanted to say thank you for the foundation you have created in our shop and the skills you fostered within our team.  I am very pleased to tell you that since our go-live in April, we have seen on average about a 10% increase in popular outcome metrics like First Call Resolution and Customer Satisfaction and our operating costs are 15-20% less per month. What a result!"
-- Vice President, eCommerce Operations, Capital One Financial

Recommended Follow-on Courses:
Contact Center Metrics, Data Analytics and Reporting

Call Center Engineering 5-day Boot Camp

Creating a Continuous Improvement Culture

Call Center Director Training and Certification

Training & Certification:
   w Call Center
   w IT Support Center
   w ITIL
   w Help Desk

   w Telecom

Call Center Operations
Technical Support
Call Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics / Benchmarking
Hiring & Retention
Outbound Telesales
Novelty Gifts & Humor

Subject Index
Catalog Index

Shipping Options
About Us
Contact Us


Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

Registration Fees

The per student registration fee for this training and certification program is $1,995 and includes:

  • 2-day instructor-led training
  • All training materials
  • Course certificate of completion
  • Continental breakfast, lunch and refreshments each day
  • James Abbott's book

Class begins at 9:00 AM and ends at 5:00 PM each day.  Business casual attire is appropriate. No jeans or sneakers please.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Available On-Site Call (708) 246-0320

Maximize Your Training Investment  - Attend Courses Back-to-Back

This course immediately follows related courses in select locations:

  • Creating a Continuous Improvement Culture

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time.  For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.

Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

  • Base Fee for up to 4 participants - $9,995 includes:
    • 2-day instructor-led training course
    • All training materials
    • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
    • Certificates of completion
  • Additional participants - $995 each

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • Two easels with paper and markers
  • Projection unit and projection screen

Request In-House Training

Contact Center Operations Management, On-Site Training and Certification, up to 4 participants, $9995
Additional Attendees, $995 per person

More Training and Certification Courses

See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.

For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.

Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public 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 $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.

On-site training scheduling and cancellation policy.  On-site training fees must be paid to reserve a training date.  Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

call center certification training course