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
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:
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.
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
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.
The per student registration fee for this training and certification program is $1,995 and includes:
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.
Maximize Your Training Investment - Attend Courses Back-to-Back
This course immediately follows related courses in select locations:
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:
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:
Request In-House Training
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.