Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Contact center supervisors provide the critical link between strategic goals and tactical performance. Too often, however, managers promote their best agents to be supervisors, without equipping them with vital leadership skills that will determine their success in their new job role.

Price:
$945.00

WHAT YOU WILL LEARN

Three key principles of real time management
Key performance indicators
How to deal with change management
Ways to meet customer expectations

This program combines the fundamentals of the contact center’s unique operating environment with general leadership and coaching skills to provide contact center supervisors with curriculum that is specifically suited to them.

Program Outline

The Dynamic Call Center Profession

Definitions of call center and call center management
How the best call centers operate
The value of the call center

The Planning and Management Process – an Overview

Defining a queue
The unique call center environment-random call arrival
Planning and management for call center staffing

Effective Real-Time Management and Recovery

The three key principles of real time management
What to watch for- Reacting in advance
Where is everybody?-adherence
Real-time alternatives

Improving Quality and Productivity

Typical customer expectations
The relationship between quality and service level
How supervisors contribute to call center management

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Date:	Location:
No Scheduled Dates at this Time	N/A

Price:
$945.00