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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 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 defines 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.
Designed for those who want to understand and leverage the principles needed to manage a successful contact center, including:
- Defining contact center management and the challenges faced by managers.
- Identifying and understanding the three driving forces of call center dynamics.
- Mastering the nine essential steps to effective resource planning.
- Uncovering the six immutable incoming call center laws.
- Understanding the relationship of quality and service level.
Who Should Attend?
- Directors
- Managers
- Analysts
- Supervisors
- Customer Service
- Sales
- Claims
- Reservations
- Information Centers
- Hotlines
- Emergency Services
- Consumer Affairs
Course Length and Delivery Method
This course is delivered in two sessions, each is a two hour session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.This course is also available on-demand in Spanish.
Course Materials
- Printable Slide Presentation
- Industry Articles
- The Trends Shaping Call Centers
- 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.
