| Call Center Operations Management and CIAC-Operations Manager Certification review 6-hour online training course, $899   |
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Overview
Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of a randomly arriving call center workload create forecasting, staffing, technology and facilities management challenges. A thorough understanding of these challenges is necessary to satisfy customers and to accomplish organizational objectives.
The Call Center Operations Management Study Course provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The course begins with an explanation of service level and response time - key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the course provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The course then transitions from processes to technology with an integrated look at the technologies present in the best of today’s centers. The course closes with site selection, call center design, health and safety issues, and disaster recovery principles.
This training seminar is also designed to prepare interested participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.
Agenda
Introduction to the Certification Process
Service Level/Response Time
- Establishing and Using Service Level and Response Time Objectives
- Planning and Managing Service Level and Quality
- Real-Time Management
- Establishing and Managing Service Level Agreements
Key Performance Indicators
- Managing and Reporting Key Performance Indicators
- Resolving Problems in Meeting Key Performance Indicators
Forecasting and Scheduling
- Forecasting Definitions, Principles and Methodologies
- Staffing Calculations and Queue Dynamics
- Scheduling Principles and Methodologies
- Managing and Improving Quality
Call Center Technology
- Understanding Today’s Environment
- Identifying, Aligning & Leveraging Existing and Emerging Technologies and Applications
- Building a Technology Strategy and Managing New Implementations
Facilities and Disaster Recovery
- Site Selection Issues
- Floor Plan Design
- Health, Safety and Security
- Regulatory Requirements
- Disaster Recovery
The CIAC Certification Process
Our Web-Based Study Courses provide you with the tools to achieve industry recognized CIAC certification.
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Begin the course with a one-hour orientation session
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Understand the process of getting certified
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Learn test-taking hints and strategies
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Then, participate in five one-hour review sessions. Each session includes:
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More details on the most difficult material
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Weekly quizzes to assess your readiness
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Questions and answers from you and your peers
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Get your questions answered throughout the week via ongoing access to the instructors
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Complete assignments and quizzes to make sure you are ready
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Includes comprehensive handbook/study guide with review exercises and reference lists
Once the course is completed, you will have been exposed to the materials necessary to successfully pass the Operations Management portion of the CIAC Certified Operations Manager examination. Taking the exam is optional. Information about the exam and its administration will be provided in class.
How to Participate in a Web Seminar
Use your Internet browser and your telephone to participate. No special software required! 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 1-800 number for the audio portion of the seminar. (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.
Registration
Fees
The per student registration fee for this seminar is $899. Course materials
include:
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Comprehensive self-study guide including:
- Course content
- Exercises
- Glossary
- Articles
- Multiple-choice quizzes
- Assignments
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Apr 7- May 19, '09 | Tuesdays 9:00 AM-10:30 AM EST |
Online Course |
Class is held for one hour on each of six Wednesdays.
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 $200. 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 course credit 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.
Agenda, course dates, and locations are subject to change.
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