In this instructor led call center online training course 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 learn about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.
By participating in this live Web seminar you 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.
Register securely online with confidence or please call (708) 246-0320.
Payment is due prior to the seminar. 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 seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $150.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change. Errors and omissions
in pricing are not accepted.
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 1997-2014 Resource Center
for Customer Service Professionals LLC. All rights reserved.
Last modified March 27, 2014