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Seven fundamental operating principles of contact centers that will boost your understanding of how this unique business environment works and what it takes to be successful.
Operating a successful contact center encompasses a unique set of rules, measurements and principles that are often not immediately apparent—and may even seem contradictory at times. Through ICMI’s Introduction to the Seven Fundamentals virtual classroom course, you, your team and even those in your organization outside the contact center will gain a better understanding of why the contact center operates as it does.
You’ll discover why contact centers are increasingly becoming “mission critical” as a hub of communication between customers and your organization, as well as how your customers’ expectations are changing the roles of contact centers
Most importantly, this course gives an overview of the seven fundamental principles that govern the operation of a successful contact center, so you can make better decisions and increase the level of understanding about contact center operations throughout your entire organization
This course will help you develop knowledge and understanding in these critical areas:
- The three driving forces of contact centers, including queuing theory, caller tolerance, and random call arrivals.
- The link between resources and results, including scheduling and workload and call load forecasting.
- How service levels and quality work hand-in-hand.
- Why an improvement in service level leads to a decline in productivity, including the principles of occupancy.
- Why you need more staff on the schedule than on the phone, including scheduling to meet workload demands and understanding rostered staff.
- The relationship and integration of staffing and telecommunications budgets, including why the costs must be budgeted together.
- How contact centers are being changed by higher customer expectations, multichannel contacts, and the Internet and social media.
Who Should Attend?
- Contact Center Employees
- Managers
- Supervisors
- Frontline Agents
- Team Leaders
- Colleagues from other departments
Course Length and Delivery Method
This course is delivered in a two-hour virtual classroom. Purchasing the course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Course Materials
- Printable Slide Presentation
- Industry Articles
- We Must Be Accessible!
- Understanding How Queues Behave
- Handouts
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Cancellation Policy
Please take a moment to read the cancellation policy.
