Course OutlineModule 1: The Role of the Supervisor
- Break down what a contact center and contact center management truly mean, focusing on the complexity of the environment and the need for comprehensive skills.
- Explore the key responsibilities of a contact center supervisor and their impact on organizational success.
- Analyze the results of the Competency Self-Assessment to identify personal strengths and areas for improvement.
- Understand the broader influence supervisors have on operational performance, team engagement, and customer satisfaction.
- Develop a plan for ongoing development in key supervisory competencies based on assessment results.
Module 2: The Planning and Management Process
- Examine the relationship between service level and quality, and how to balance these two essential planning and management pillars.
- Apply the Immutable Laws of Staffing – the relationship between Service Level and Occupancy, Pooling Principles, the Power of One, and the Law of Diminishing Returns – to contact center planning and management.
- Implement the 7-step Resource Planning Process to support critical contact center activities including establishing performance objectives, forecasting, calculating staff and shrinkage, organizing schedules, making the case for the staff you need, and managing real-time activities.
Module 3: Collaborating and Advocating
- Understand the importance of cross-department collaboration, specifically with WFM, HR, and IT, to drive operational success.
- Develop strategies for building and maintaining strong internal and external relationships that support your contact center’s goals.
- Learn how to effectively advocate for your contact center within the larger organization, ensuring it receives the necessary resources and support.
- Advocate for your team by highlighting their contributions and ensuring they are equipped to meet business goals.
- Explore techniques for positioning the contact center as a critical part of the organization, emphasizing its value in customer experience and operational efficiency.
Applied Learning Activities
Equips participants with essential skills for balancing key operational priorities like service levels, quality management, and staffing. It focuses on the core competencies required to manage day-to-day contact center operations efficiently and covers key skills such as operations, engagement, metrics, and coaching.
Interactive Experience
Through real-world case studies and scenario-based exercises, participants will have hands-on opportunities to apply what they learn. The course includes templates and calculators that simplify complex operational tasks, ensuring participants leave with actionable insights and strategies.
Immediate Application
Supervisors leave with actionable plans and tools they can apply to optimize contact center operations right away. Comprehensive Toolkit for Immediate Impact: Supervisors will gain access to practical tools, including best practice assessments, a shrinkage calculator, and real-time escalation plans. These resources are designed to be applied immediately in the workplace, helping participants streamline planning, improve decision-making, and optimize team performance. No other contact center training organization supports such a valuable takeaway.