Essential Skills for Call Center Management 2-day training seminar, $1495 6-hour live online training, $895

Overview

This call center 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

Who Should Participate
This course is ideal for directors, managers, and supervisors responsible for managing various processes of the call center's management function.

Agenda

Intoduction to Call Center Management

• The Call Center Profession
• Understanding call center management function

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

Registration Fees
This training course is delivered in two forms:

• 2-day classroom format, $1,495
• 6-hour online training format, $895

The 2-day training course includes:

• Classroom training
• Course 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
• Continental breakfast and lunch both days.

Register three or more attendees from your company for the same seminar and receive an additional 10% off! Class begins at 9:00 AM and ends at 5:30 PM.

The 6-hour web seminar
Delivered in a live and interactive format online, this is an easy and cost-effective way to train your entire team at their desktops.  The course delivery is spread across 3-days with 2 hours of training each day. The high quality of training is maintained throughout the course.

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

July 21-22, '09	Denver, CO	Westin Tabor Center ()
Aug 18-19, '09	Washington, DC	Arlington Marriott ()
Aug 18-19, '09	Calgary, AB	Location to be Assigned
Sept 22-23, '09	Dallas, TX	Location to be Assigned
Oct 20-21, '09	Chicago, IL	Location to be Assigned
Nov 10-11, '09	Toronto, ON	Location to be Assigned
Nov 17-18, '09	Orlando, FL	Location to be Assigned
Dec 8-9, '09	San Diego, CA	Location to be Assigned

, 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 cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $300 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

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.

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