From theory to practice, this training course encompasses all areas of the specialized contact center operations field.
You’ll begin building your operations foundation with an explanation of service level and response time - key objectives that measure the accessibility of your center. This is followed by an in-depth analysis of essential key operations metrics, and how to set, manage and report them. Later, you’ll master the key elements of the planning and management processes that your contact center operations depend on to run efficiently (including forecasting, staffing and scheduling.) Next, the course transitions from processes to technology, with an integrated look at the technologies being utilized in top functioning contact centers, site selection, contact center design, health and safety issues and business continuity and disaster recovery principles.
Lastly, you’ll gain valuable recommendations for a final review, taking an ICMI practice assessment and information on how to set up ICMI Professional Certification testing.
Designed to prepare participants for ICMI Professional Certification testing in Contact Center Operations, each lesson will facilitate a solid foundation of the theory and challenges you face in operating a contact center, including:
- Service Level/Response Time
- Performance Measures
- Forecasting and Scheduling
- Contact Center Technology
- Facilities and Disaster Recovery
Course Materials
Comprehensive self-study guide including:
- Course content
- Exercises
- Glossary
- Articles
- Multiple-choice quizzes
- Assignments
