| Call Center Training Systems 2-day seminar Register online and get a free book!  |
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Overview
Poorly trained agents are a huge hidden cost. Poor treatment of customers and the inability to complete tasks quickly are both a result of inadequate or misguided training. If CRM is in your future, be sure you have a system in place that can handle your call center's changing training needs.
In this seminar, you will learn how to quickly retrain and refocus your agents for better performance. You will master techniques that will allow you to add new applications, customer groups, products, and processes without worrying about how it will affect the agents and the call center's performance.
You will learn how to:
- Develop a training system that quickly produces capable agents
- Understand what preparations are needed to ensure a well-trained workforce
- Gain a new appreciation of the secondary benefits of having a formal training system
- Develop critical knowledgebases for key jobs
- Communicate the objectives and purposes behind changes
- Design polices that help keep good people
Look at this agenda!
The Preparation Path for Successful Training Initiatives
- A good training system does not guarantee well-trained agents
- Ensuring that the right agents, with the right attitudes, are in place for training
- Seven stations of training preparation
- Building training preparedness into the basic organizational structure
- Enhancing the success of a training system
- Attracting super agents
Building Knowledge and Skill Packages
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How to yield good training, delivered quickly
- Strong knowledge
- Skill packages
- How to choose the right kind of training package for your application
-
How to simplify data gathering and collating tasks
- Coaxing people into sharing their expertise
Delivering Training to Agents
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Objectives of a training system
- Quick learning
- High retention rates
- Low cost
-
How your organization's philosophy on the use of people affects how training
should be delivered
- "Franchise" philosophy
- "Super employee" philosophy
Management's Role in Training
-
How members of the management team can impact the success or failure of training
- Agents are always "reading" the leadership
- Helping agents understand what the training should accomplish
- What really works to help motivate and retain good people
Special bonuses for on-line registration!
Register from this web site and receive a complimentary* call center book from the Resource Center. Choose from:
Customer Retention
Why Web-Based Customer Support?
An Abbreviated Guide to Incoming Call Center Terms
Microsoft Internet & Networking Dictionary
The Elements of Email Style
Managing People
Attracting & Rewarding Outstanding Employees
"When Supporting
the Customer, YOU ARE the Company" (coffee mug)
"It takes
months to get a new customer, moments to lose one" (coffee mug)
"Today, product
is a commodity. High Quality Service is our differentiating feature." (coffee
mug)
Revolutionizing Support Staff Training
* Normal shipping and handling fees apply
Seminar Schedule
| No new schedule at this time. |
Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive at 8:30 the first day to sign-in and meet fellow attendees.
Registration Fees, Discounts, and On-Site Options
The per student registration fee for this seminar is $1,395, and includes the seminar, course materials, refreshments, and refreshments.
To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the conference. 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. 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 $400. 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 $400, 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.
Seminar agenda subject to change.
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