Module 1: The Dynamic Contact Center Profession
We put the contact center into the context of the larger organization by discussing:
- What a contact center is
- What it does
- What is required to manage it successfully
Most importantly, we begin the discussion of how each individual, regardless of
their job function, contributes to success in the center.
Module 2: The Planning and Management Process
- What makes a contact center different from others areas of the organization, and
therefore, WHY we need to have a PLAN that covers specific steps.
- What the specific steps are and how that plan takes into account the driving forces
that make a contact center unique.
- Why getting the numbers right is a prerequisite to the people side of the equation
and how to get the numbers right.
- Six immutable laws that operate in contact centers.
Module 3: Effective Real-Time Management and Recovery
- Distinguish between real-time management and real-time recovery, and how to exercise
more real-time management to avoid too much real-time recovery.
- Determining when action is needed, what action is appropriate, and what data to
look at to make these determinations.
- Elements of a workable, appropriate, and feasible escalation plan.
- Conducting the post-analysis.
Module 4: Improving Quality and Productivity
- Define quality and identify customer expectations
- Identify how service level and quality work together
- Identify key performance objectives
Module 5: Summary and Next Steps
- Characteristics of leading centers
- Actions to take to improve your contact center
- Tips for personal professional development