Contact Center Management Bootcamp

Essential Skills and Knowledge for Contact Center Management course tagline

The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers.

Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

Workbook Sneak Peek

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Course Outline

Module 1: The Dynamic Contact Center Professional

Definition of a contact center
Three levels of value for a contact center
The customer access strategy
The contact center profession

Module 2: The Planning and Management Process

3 driving forces in the contact center
9 step planning and management process
Service level vs. response time, and guidelines for setting each
Sources of planning data
The forecast: the importance of getting it right and two approaches
Breaking down a forecast
Impact of emerging channels
Ten common forecasting problems
Wrong ways to calculate staff
Using Erlang C to calculate base staff
The dynamics of size
The cost of delay
6 immutable contact center laws
Skills-based routing
Impact of peaked traffic
Impact of long calls
Chat considerations
Outbound considerations
Response time calculations
Resource planning for social interactions
Rostered Staff Factor and Shrinkage
Scheduling to the demand curve
Long-term staffing model

Module 3: Effective Real-Time Management and Recovery

The moment-by-moment reality of staffing
3 key principles for real-time management
Guidelines for monitoring real-time information
Developing plans to react in advance
Intraday forecasting
Implementing a workable escalation plan
Common root cause suspects
Real-time alternatives
Post-Recovery analysis

Module 4: Improving Quality and Productivity

7 important quality principles
Key customer expectations
The relationship between service level and quality
Characteristics of a quality interaction
The customer interaction process
Tools for finding and fixing root causes
Contact center objectives with big payoffs
Key individual performance objectives
Things senior managers need to know about contact centers

Module 5: Summary and Next Steps

Characteristics of leading centers
The importance of every person
Tips for personal professional development

Who Should Attend

Supervisors
Managers
Directors
Workforce Management personnel

What You Will Learn

Key contact center management principles and practices
Terms, definitions, and requirements of successful contact center management
Formulating a plan using the content and tools provided to make positive improvements in your workplace
Tips for reducing contact center costs and improving your bottom line
How to meet service levels consistently and measurably
How to forecast the workload and create schedules that meet the needs of customers and employees
Strategies for improving performance by choosing the right metrics and goals

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List Price: Varies

Course Duration: 2 Days

This is a 2-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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