Overview

Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center to accomplish the objectives of the organization and satisfy customers.

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 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

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
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