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Executive Workshop

Course Description

The fundamental principles of contact center management that equip call center executives to fully understand the specifics of operations.

Help leaders in your organization understand contact center fundamentals and prepare them to respond strategically and thoughtfully to anticipated and unanticipated future changes. By building a strong foundation of common language and common understanding for key contact center principles, leaders are equipped to make good decisions for the future.


Course Outline

Module 1: A Holistic Perspective of the Contact Center

  • Defining the contact center
  • Key customer expectations
  • Three levels of value in the contact center
  • The importance of strategy in driving contact center operations

Module 2: The Planning and Management Process

  • Defining contact center management
  • 3 driving forces in the contact center
  • The impact of linear vs. random workload
  • The 9 step planning and management process
  • Service level vs. response time
  • 7 factors of customer tolerance
  • Sources of planning data
  • Forecasting: why it is important and how to get it right
  • Calculating base staff
  • The power of one
  • The dynamics of group size
  • Six immutable contact center laws
  • Shrinkage
  • Scheduling considerations
  • The workload/capacity balance

Module 3: Effective Real-Time Management and Recovery

  • What we see in contact centers
  • Planning to react in advance
  • Guidelines for monitoring real-time information
  • Components of a workable escalation plan
  • Alternatives for responding in real-time
  • Post analysis considerations

Module 4: Measuring What Matters

  • Why do you need Key Performance Indicators?
  • 7 important points about metrics
  • What you should measure
  • Categories of measurements with primary and secondary measures for each
  • Key objectives for every channel

Module 5: People Make the Difference

  • The people management challenge
  • The importance of employee engagement to the organization
  • A multi-layered approach to engagement
  • What coaching can do for your contact center
  • 12 characteristics of leading centers

What You Will Learn
  • The best way to quantify and communicate the contact center’s contributions
  • How to ensure efficient and effective operations while encouraging more employee engagement
  • How to successfully meet and exceed customer expectations for all contact types
  • How to successfully collaborate across the organization to provide even more remarkable customer experiences

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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.


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Private Group Training

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