Contact Center Basics: An Agent's Role in Contact Center Success
Access to course for 30 days.
OnDemand All-Access Pass
Access all virtual courses for 1 year.
Build agent commitment and motivation through a basic understanding of how contact centers operate and how individual agents contribute to the success of the entire organization.
Call center management is the art of having the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality. But sometimes, the very “people” we need to support this have no idea how they fit into the bigger picture of call center planning or how the “power of one” can affect customers as well as fellow employees.
Through ICMI’s Contact Center Basics: An Agent’s Role in Contact Center Success two-hour virtual classroom course, agents and team leaders will learn the basics of call center planning and how their individual contributions are critical to the smooth operation of the contact center. This course also serves as an introduction to the principles of call center management for those people you have identified for the team leader or supervisor track.
Agents will start by exploring the dynamic call center from their perspectives, as well as from the perspectives of the customer and the company. They’ll define contact center management, before delving into the reasons why the “right number of skilled people” is so important. More than just memorizing a definition, agents will come away with a basic understanding of how the three driving forces—random call arrival, the psychology of queues and the seven factors of caller tolerance—determine how staffing is calculated and how staffing affects service level.
Next, agents will explore the basic nine steps involved in contact center planning and management. The goal here is not to teach a complete ability to manage a contact center, but to illuminate agents on the process so that they can understand how staffing decisions are made by managers. Your agents will come away with the knowledge of how service level and quality go hand-in-hand and how that affects the entire contact center.
Armed with this knowledge, agents will learn the key performance objectives that they, as individuals, can control and strive to meet by doing the right things (quality monitoring) at the right times (adherence to schedule).
What you will learn:
- An overview of the contact center from the viewpoints of the customer, the company and the agent
- Basics of the three contact center driving forces and the agent implications of the invisible queue
- Fundamentals of contact center management and how each individual in the contact center affects the success of the operation
- Key ways individual agents can have a positive impact on service to the customers and the work environment of their co-workers
- Printable slide presentation
- Industry articles
Pricing & Course Length
Pricing for this 2-hour virtual classroom course is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Please take a moment to read the cancellation policy.
Module 1 The Dynamic Contact Center
- Define the customer and company’s perspective of the center
- Define incoming contact center management
Module 2 Three Driving Forces of Contact Centers
- Random call arrival
- Psychology of queues
- Seven factors of caller tolerance
Module 3 The Contact Center Planning and Management Process
Module 4 Key Performance Objectives for Individuals
- Quality monitoring
- Adherence to schedule
- Three areas of impact