Principles of Effective Contact Center Management
Access to course for 30 days.
OnDemand All-Access Pass
Access all virtual courses for 1 year.
Build a more efficient and effective contact center using the core principles of contact center management.
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 this is easier said than done without understanding the core principles that drive contact centers to success.
In ICMI’s Principles of Effective Contact Center Management two-part virtual classroom course, call center guru Brad Cleveland outlines the step-by-step fundamentals for mastering the critical skills, principles and metrics needed to meet today’s demanding contact center environment and raise the level of value for your entire organization.
You’ll start with defining call center management and how that concept determines your activities and outlook. Then you’ll identify and explore the three driving forces of contact centers and how these forces shape the flow and service levels of your organization.
You’ll review the nine practical and proven steps that are essential for effective planning and management to come away with a clear strategy for setting objectives, collecting data, accurately forecasting, and tracking your progress. Most importantly, you’ll also learn the six unchangeable laws of call center dynamics and how they relate to planning and forecasting.
What you will learn:
- Contact center management and the challenges faced by managers
- Three driving forces of call center dynamics
- Nine essential steps to effective resource planning
- Six immutable incoming call center laws
- The relationship between quality and service level
- Printable slide presentation
- Industry articles
- The Trends Shaping Call Centers
Pricing & Course Length
Pricing for this 2-part, 4-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.
Part 1 - December 6
Define Contact Center Management
- How should that definition shape your activities and outlook?
Identify Three Driving Factors of Contact Center Dynamics
Review the Nine Steps to Effective Resource Planning
The Types of Work Contact Centers
Identify Immutable Incoming Contact Center Laws
Understanding the Organization Wide Nature of the Steps to Effective Resource Planning
- Setting objectives
- Collecting data
- Using work modes correctly
- Staffing and scheduling
- Tracking progress
Part 2 - December 13
The Immutable Laws of Call Centers
- Staffing and service level
- Occupancy and schedule adherence
- Staffing versus system requirements
- Pooled versus specialized groups
- The law of diminishing returns
- The power of one person
Understand the Relationship of Quality and Service Level
Understanding and Improving Quality – from Top to Bottom
Looking Ahead: Is there Another Level of Value? (Yes!)