Optimizing Your Contact Center Resources

In this two-part series, discover the critical strategies, measurements and tactics for fine-tuning the efficiency and productivity of your call center — without adding staff.

In an economy where you are expected to maintain services levels without adding additional agents or supervisors, ICMI’s Optimizing Your Contact Center Resources two-part virtual classroom course will teach you the contact center-specific workforce management strategies you need to make the most of what you have.

You’ll start with taking a look at your recruitment and training practices to find ways to minimize the costs of finding, interviewing, and acquiring staff. Through a few simple baseline measurements of your current hiring process, you’ll discover where your best agents come from and what characteristics they share so you can lower the cost of washout and attrition.

Since the bulk of contact center costs come from staffing, staffing with precision is the key to successful workforce management and cost optimization. You’ll learn the pitfalls of overstaffing and understaffing, as well as the processes and formulas you need to accurately forecast your workload. You’ll even assess the accuracy of your forecasting to improve your skills at having the right number of people at the right time in your contact center.

Through this course, you’ll learn how to focus your energies on the areas of resource planning that have the most impact on your bottom line, including:

• Techniques for shaving valuable seconds from agent handling time.
• Approaches to reducing unwanted calls.
• How to strike a balance between pooling and tiered service to increase efficiency.
• Where to find hidden shrinkage factors and how minimize them.
• How to measure and increase adherence for greater productivity.

Designed for managers and supervisors with contact center operation responsibilities, you’ll discover:

• The vital factors and processes that affect productivity and quality and how to tweak them to improve service levels, even when staff levels are held constant.
• How to master the critical balance between cost optimization, customer needs and the financial goals of your organization.
• The best kept optimization secrets of hiring, training, performance, forecasting and measurement that will help you maintain (or even improve!) service levels using fewer resources.

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.

Course Materials

• Printable Slide Presentation
• Industry Articles
  • Forecast Accuracy: The Most Important Metric You're Not Measuring
  • Service Level Notes: Scouting for Seconds
  • Forecasting and Scheduling: Beyond the Basics
• Handouts
  • Erlang C Definitions
  • Working on Average Handling Time
• Case Study
  • Case Study - Average Handling Time
  • Case Study - Call Avoidance

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.