Call Center People Management: Web Training Course and CIAC Certification review 6-hour online training course, $899

Overview

This online training seminar covers competencies related to the effective hiring, management and development of contact center employees. The course begins by covering the design of an effective call center organizational structure including the development of job descriptions, job evaluations and staffing plans. The second section of the training course focuses on acquiring the people with the skills and aptitudes to make the call center successful. Next, training and development are discussed with an emphasis placed on creating an ongoing learning environment that encourages self-development. Performance improvement follows with a section devoted to the particular monitoring, coaching and performance measurements challenges of call centers. Finally, the course concludes with topics that will maximize human resources, including career paths, effective culture and team-building. It is also designed to thoroughly prepare interested participants for the People Management knowledge assessment test, one of tests that candidates must pass to earn the CIAC-Certified Operations Manager (CCOM) designation.

Agenda

Organizational Design and Strategic Staffing

• Organizational Structure and Strategy
• Job Evaluation
• Staffing Plans

Hiring and Retention

• Recruiting
• Interviewing
• Hiring
• Staffing Alternatives
• Managing Turnover

Training and Development

• Creating a Learning Environment
• Developing and Implementing Effective Training
• Evaluating and Leveraging Training Opportunities

Measuring and Improving Performance

• Establishing Objectives
• Tracking Performance
• Effective Monitoring
• Coaching
• Performance Reviews
• Motivating Call Center Agents

Maximizing Human Resources

• Employee Career Development
• Employee Satisfaction
• Building a High-Performance Culture
• Creating and Leading Teams
• Legal Requirements
• Privacy Issues

The CIAC Certification Process

Our Web-Based Study Courses provide you with the tools to achieve industry recognized CIAC certification.

• Begin the course with a one-hour orientation session
  • Understand the process of getting certified
  • Learn test-taking hints and strategies
• Then, participate in five one-hour review sessions. Each session includes:
  • More details on the most difficult material
  • Weekly quizzes to assess your readiness
  • Questions and answers from you and your peers
• Get your questions answered throughout the week via ongoing access to the instructors
• Complete assignments and quizzes to make sure you are ready
• 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 People 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:

• 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

Feb 12-Mar 26, '09

Thursdays 9:00 AM-10:30 AM EST

Online Course

Class is held for one hour on each of six Thursdays.

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 ten business 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 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 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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