The industry’s highest-rated seminar—attended by more managers than any other call center course.
This two-day course will teach you fundamental principles of call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization. You’ll gain practical, proven information and techniques you can apply immediately to improve your center’s ability to meet the needs of your customers, employees, and respective organization.
You will leave this course with a clear understanding of the unique call center environment, techniques to manage your queue in real-time, and a plan to meet service levels consistently.
Course Topics Include:
- Service Level & Response Time
- Forecasting Workload
- Staffing
- Real-time Management
- Quality and Productivity
Who should attend?
Directors, Managers, and Supervisors responsible for management of a call center.