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)

Subject Index
Catalog Index

Ways to Order
Shipping Options
About Us
Contact Us

Overview

Your frontline agents are critical to your center’s success. But few centers take the time to educate agents on why “doing the right things, at the right times” is so very important.

• Do your agents know why they are so vital to your organization’s success?

• Do they know about random call arrival and what it means to them?

• Is adherence to schedule a problem in your call center?

• Do they understand why their schedule may change more often than they'd like?

• Do they view your monitoring program as a positive way to improve their skills?

This information-packed session will increase the commitment and motivation of your agents. They will learn about queues, customer expectations, the importance of quality call handling and the steps of the call center management planning process. They will discover three of the biggest ways they can positively impact service to customers and the work environment of their co-workers. Intended for agents and team leaders (not managers), this seminar will help them understand the power of their individual contribution to the call center, customers and their co-workers.

Value-added materials
Participants in this seminar will receive the following handouts:

• Printable Slide Presentation

• Glossary of Terms

• Post Seminar Exercises

Who should attend?

This seminar is appropriate for all call center agents and team leaders, both new and experienced. The material in this seminar is at a basic level.

Agenda

The Dynamic Environment

• Random call arrival

• The psychology of queues

• Seven factors of caller tolerance

Understanding Staffing and Scheduling

• An overview of the planning & management process

  • Understanding service level

  • Collecting data

  • Forecasting workload

  • Calculating base staff

  • Scheduling

Maximizing Your Impact: Adherence to Schedule & Quality

• Adherence to schedule

• The relationship between service level and quality

• Customer expectations

Special bonuses for on-line registration!

Register from this web site and receive a complimentary book from the Resource Center^*.   To learn more about these books, click on the open book icons to the left of each title.  Choose from:

Effective Information Gathering Techniques
Understanding Customer Competence Levels
Effective Telephone Communication Skills
Customer Service Skills for Tech Support Professionals
Managing Stress: Guide for Customer Support Professionals
Glossary of Help Desk Terms
Performance to Quality

* Normal shipping and handling fees apply

Registration Fees
Pricing is $299 per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Seminar materials include:

• Printable Slide Presentation
• Glossary of Terms
• Post Seminar Exercises

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

Seminar Schedule

Aug 17

2 pm-3:30 pm EST

Online

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.

Cancellation Policy.  You may transfer your registration to another member of your company at no additional charge.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date.

Seminar agenda subject to change.