| Essential Skills and Knowledge for Effective Incoming Call Center Management 2-day training course, $1695  |
 |
Overview
This call center managers training course will prepare you to build a solid foundation for successful call center management. In this training seminar you’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals.
The seminar will enable you to:
- Create a planning culture
- Meet service levels consistently
- Forecast the workload with accuracy
- Develop accurate schedules
- Manage the queue in real-time
- Communicate unique call center dynamics
- Set the right performance objectives
- Improve quality and efficiency
- Win the support and recognition of top management
You will also gain a wealth of benefits including strategies to:
- Reduce abandonment rates and recover lost customers
- Manage a wide range of contact channels
- Exceed customer expectations
- Raise performance standards
- Reduce call center costs and improve your bottom line
Agenda
The Call Center Profession
- How skills and knowledge are developing
- How the best call centers operate
- Definition of call center management
Understanding the Driving Forces of Incoming Call Centers
- Random call arrival
- Visible and invisible queues
- Seven factors affecting caller tolerance
Establishing an Effective Planning Process
- The nine interrelated planning steps
- Developing a proven planning process
Service Level and Response Time
- Choosing the right objectives
- How quality and accessibility interrelate
- The impact of the multichannel environment
Acquiring the Data You Need
- Spanning organizational boundaries
- Avoiding "info-glut": determining what's relevant
Forecasting the Work Load
- Understanding call volume and call load
- Proven forecasting methods
- Blending quantitative and judgmental approaches
- Avoiding ten common forecasting mistakes
- Setting accuracy goals
Staffing the Right Way
- Defining answer groups
- The capabilities of Erlang C and computer simulation
- Staffing for e-mail, networks, skill-based routing, long calls, and blended environments
Indispensable Calculations and Projections
- Base staff and trunks required
- Occupancy and adherence to schedule
- What you can expect with the staff you have
- Anticipating growth
- Factoring in non-phone activities
The Implications of The "Immutable Laws"
- Service level versus occupancy
- The powerful pooling principle
- Staff versus trunks and network costs
- The dynamics of group size
- The law of diminishing returns
Organizing Effective Schedules
- The alternatives available
- Preparing for exceptions
- Getting buy-in from staff
- Schedule adherence - without autocracy
Cultivating Collaboration and Buy-In Throughout
- Why and how agents should be involved in the planning process
- Making a case to senior management
- Coordinating with other departments
Real-Time Management
- The information to watch
- The "where is everybody?" issue
- Understanding caller behavior
- Identifying feasible real-time actions
- Utilizing real-time strategies appropriately
Performance Measurements
- How your "actions" may be conflicting with your objectives
- What to measure - individuals
- What to measure - the call center as a whole
- Essential principles of people management
Improving Quality and Efficiency
- Service level with quality
- Beyond platitudes - improving the process
- Ten assignments that will yield proven results
- The structure of your call center
Leading Practices and Your Professional Development
- Characteristics of leading call centers
- Your professional career path and development
- Action Plan
Seminar Materials
- A comprehensive course manual
- Glossary of call center terms
- Article reprints and studies
- FREE software including a suite of useful tools
- A certificate of completion
Registration Fees, Discounts,
and On-Site Options
The per student registration fee for this seminar is $1,695, and includes
the seminar, course materials, and continental breakfast and lunch both days.
Why not bring your associates? Register three or more attendees from
your company for the same seminar and receive an additional 10% off!
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| May 13-14 | New Orleans, LA | The W
( ) |
|
| June 3-4 | Toronto, ON | Renaissance
() |
|
| June 10-11 | Nashville, TN | Marriott
() |
|
| June 24-25 | St. Louis, MO | Renaissance Suites
() |
|
| July 15-16 | Denver, CO | Hyatt
() |
|
| July 22-23 | Baltimore, MD | Marriott Harbor
() |
|
| Aug 5-6 | Vancouver, BC | Marriott Pinnacle
() |
|
| Aug 12-13 | Boston, MA | Radisson
() |
|
| Aug 19-20 | Washington, DC | Marriott Crystal
() |
|
| Sept 9-10 | Toronto, ON | Renaissance
() |
|
| Sept 9-10 | Philadelphia, PA | Renaissance
() |
|
| Sept 23-24 | Dallas, TX | Radisson
() |
|
| Oct 14-15 | Chicago, IL | Radisson
() |
|
| Oct 14-15 | Phoenix, AZ | Embassy Suites
() |
|
| Oct 28-29 | Seattle, WA | Sheraton
() |
|
| Nov 11-12 | Ponte Vedra, FL | Ponte Vedra Resort
() |
|
| Nov 18-19 | Los Angeles, CA | Renaissance Airport
() |
|
| Dec 9-10 | Las Vegas, NV | Red Rock Casino
() |
|
| Dec 16-17 | Washington, DC | Sheraton
() |
Class begins at 9:00 AM and ends at 5:30 PM. Please arrive at 8:30 the first day to sign-in and meet fellow attendees.
To learn about a seminar similar to this one,
Click here to learn about
,
dates & locations
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. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) 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 300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $300, 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. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Contact Center Seminars
Telecom Seminars
Help
Desk Books
Call Center
Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, &
Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)
Ways to Order
Shipping Options
About Us
Contact Us
