The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers (previously known as "Essential Skills and Knowledge")
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
Get an inside look at the course content, with lessons taken right from the official workbook!