Essential Skills and Knowledge for Effective Contact Center Management

Download Course Description
View Course Outline
Access Course Materials

Price: $1695

The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers.

Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center through ICMI’s Essential Skills and Knowledge for Effective Contact Center Management training course. This is ICMI’s flagship course – the highest rated in the industry and attended by more key call center management personnel than any other contact center course available.

Evolving customer expectations, the rise of social media, proliferating contact channels, and the heightened strategic role of customer services are changing contact centers dramatically. You’ll learn how to apply the core principles of managing a contact center to these critical new environments.

This course is guaranteed to give key staff involved in resource planning, call center analysis, and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

This course, designed for directors, managers, and supervisors responsible for customer service, sales, claims, reservations, information centers, helpdesks, emergency services, and consumer affairs, will equip you with breakthrough strategies to:

Create an effective planning process that will improve quality and efficiency.
Reduce call center costs and improve your bottom line.
Meet service levels consistently and measurably.
Forecast the workload and create schedules that meet the needs of customers and employees.
Improve performance by choosing the right metrics and goals.
Manage a wide range of access channels, including social media.
Win the support and recognition of senior management.

Course Length and Delivery Method

This course is delivered over two days in a classroom setting.

Course Materials

Printable Slide Presentation
QueueView: A Staffing Calculator
Industry Articles
- A Primer on Service Level Agreements
- Are You Getting - and Using - the Data You Need?
- Calculating Staff Required to Meet E-mail Response Time Objectives
- Call Center Technology Trends: Views from the Experts
- Colorful Staffing Strategies to Add to Your Palette
- Communicating Call Center Dynamics to Senior Management
- Contact Center Contact
- Establishing and Meeting Call Center Performance Objectives (Parts I-III)
- Excerpt from Call Center Management on Fast Forward
- Forecasting and Scheduling: Beyond the Basics
- Forecasting without Numbers
- Getting More from Your Quality Assurance Program
- High Absenteeism? Treat the Illness, Not the Symptoms
- How to Determine an Appropriate Agent-to-Supervisor Ratio for Your Center
- Identifying Group Performance Made Easy
- Identifying the Right Call Monitoring Performance Standards
- Monitoring and Coaching Programs: Building Companywide Support
- Monitoring and Coaching Programs: Ensuring an Effective M&C Process
- Real-Time Management...without the Hangover
- Real-Time Recovery Should Be the Exception, Not the Rule
- Scheduling for Today's "Do-It-All" Call Center (Parts I-III)
- Six Common Skills-Based Routing Mistakes to Avoid
- Skills-Based Routing: Top Problems and Solutions
- The Benchmark Trap: Three Reasons Why Your Comparison Data May Be Flawed
- The Call Center's Contribution to Strategic Business Units
- The Do's and Don'ts of Delay Message Content
- The Impact of Staffing Levels on Toll-Free Costs
- The Truth About Agent Occupancy
- Twelve Traits of the Best Managed Call Centers
- Understanding How Queues Behave
- We Must Be Accessible!
Handouts