Overview

This course is designed to prepare participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.

Call center professionals continue to grow in stature as the call center’s value contribution is heightened within organizations. As call centers handle increasingly complex transactions and provide other departments with vital customer information, leaders must be equipped to combine specialized call center knowledge with sound management practices.

The seminar presents those principles and practices that are vital to the call center leader. Call Center Leadership and Business Management applies proven leadership and business practices to the call center environment.  The seminar opens with guidance on developing an effective vision, mission, strategy and valuation model.  Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements.  The fourth section of the seminar provides professionals with solid principles on developing business plans, improving operations and managing contracts and closes with an overview of financial principles that call center professionals should understand.

Course Materials

• Comprehensive self-study guide including:
  • Course content
  • Exercises
  • Glossary
  • Articles
• Multiple-choice quizzes
• Assignments

Agenda!

Strategy and Valuation

• Vision, Mission and Strategy

• The Call Center’s Contribution to Value

Leadership and Communication

• Call Center Leadership

• Call Center Communications

The Call Center Business Environment

• The Call Center’s Unique Environment

• The Call Center’s Emerging Role

• Understanding Market Forces

• The Legal and Regulatory Environment

Business Management Principles and Practices

• Developing Business Plans

• Improving Operational Results

• Managing Contractual Relationships

Financial Principles and Practices

• Understanding Risk and Opportunity Tradeoffs

• Developing an Annual Operating Budget

• Understanding Financial Concepts

• Interpreting Financial Statements

Attend this seminar and experience exposure to world-class call center operations management methods and techniques with facilitation from leading call center experts. There will be quizes and exercises to reinforce the material, and participants will receive a comprehensive study guide with review exercises and reference lists.

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)

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