Contact Center Real-Time Management: Effectively Meet Goals
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Discover the strategies behind successful real-time management recovery and develop your own RTM plan to reduce “chaos mentality” when unexpected call traffic hits the contact center.
A real-time recovery action plan that is defined in advance and called on under defined circumstances is an important function within the call center and has a direct and significant impact on service levels. A well planned recovery also has a direct effect on the mood and morale of the center.
Through ICMI’s Contact Center Real-Time Management: Effectively Meet Goals virtual classroom course, you’ll gain the knowledge and skills you need to switch from a reactive culture to a planning culture that is able to confidently and smoothly handle unexpected call traffic quickly and effectively.
You’ll start with a foundation in what RTM is and how, without a recovery plan, it is hard to stop a vicious short-term thinking cycle that demoralizes the entire contact center. The good news is that with a little math, a few calculations, and steady commitment, you can develop a plan to break the cycle.
Using three critical success factors, you’ll learn what you need to develop a plan, including a look at the data required to begin the planning process. You’ll move on to using a detailed, color-coded spreadsheet to break down your data into intervals and create your plan.
Using your plan, you will determine real thresholds, instead of guesses or intuitions, of when to implement it. You’ll learn why most centers are too quick to react and why static thresholds are a dangerous approach to RTM. Once you have built your plan, you’ll examine how to keep it updated throughout the day and how centralization and establishing a single “traffic control” is a key to success.
With plan in hand, you’ll explore the ways to communicate real-time results to the team and set expectations for thresholds. A short quiz will help you determine where to spend your communication efforts. You’ll also examine a variety of recovery alternatives, along with creative strategies to find extra help when warranted.
What you will learn:
- How to set baseline measures and thresholds to avoid reacting too soon
- Develop a recovery plan to have at the ready before it is needed
- When to implement the recovery plan
- How to communicate expectations to the entire team
- Reaction alternatives to use before pulling the trigger on the recovery plan
- Printable slide presentation
- Industry articles
- Erlang C Table Definitions
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 Setting the Foundation
- What we have found
- What we recommend
- Facts that people often miss
Module 2 Developing Plans to React in Advance
- Success factors
- Developing plan
- Creating plan
- Updating plan
- Intra-day forecast
Module 3 Establishing Real-Time Thresholds
- When to react
- Establishing a baseline
Module 4 Communicating Expectations and Developing Reaction Alternatives
- Setting expectations
- Recovery alternatives
- Continually improve the process
Module 5 Overcoming an “Attack the Queue” Approach