An Agents Role in Contact Centers

Module 1 The Dynamic Contact Center

• What is a contact center?
• The Contact Center as the hub of communication
• The customer’s perspective
• The agent’s perspective
• The organization’s perspective
• Contact Center as a profession

Module 2 Driving Forces in a Contact Center

• Workload arrival patterns
• Invisible queues
• Factors of customer tolerance

Module 3 The Planning and Management Process

• What contact center management is
• Choosing objectives
• Collecting data
• Forecasting workload
• Calculating base staff
• Calculating shrinkage
• Creating schedules

Module 4 Key Individual Performance Objectives

• Effective adherence to schedule
• Quality monitoring considerations
• Categories of metrics and agent impact on them
• Summary of three areas of impact

• Agents
• Team Leaders

• An overview of the contact center from the viewpoints of the customer, the company and the agent
• Basics of the three contact center driving forces and the agent implications of the invisible queue
• Fundamentals of contact center management and how each individual in the contact center affects the success of the operation
• Key ways individual agents can have a positive impact on service to the customers and the work environment of their co-workers

List Price: Varies

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.