Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

The Operations Management Web Study Course will guide you through the course content with maximum assistance from the instructor. You'll get your questions answered, find out what's most important for the test, practice taking multiple choice quizzes and network with your peers.

Date:	Price:
Wednesdays, 4-30 through 6-11-08 (skipping 5-28) 11:30am-12:30pm Eastern Time	$899.00

Course Description:

Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center to accomplish the objectives of the organization and satisfy customers.

The Call Center Operations Management On-Site Study Course provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The course begins with an explanation of service level and response time – key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the course provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The course then transitions from processes to technology with an integrated look at the technologies present in the best of today’s centers. The course closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Program Outline

Organizational Design and Strategic Staffing:

Organizational Structure and Strategy
Job Evaluation and Staffing Plans

Hiring and Retention:

Recruiting, Interviewing and Hiring
Staffing Alternatives
Managing Turnover

Training and Development:

Creating a Learning Environment
Developing and Implementing Effective Training
Evaluating and Leveraging Training Opportunities

Measuring and Improving Performance:

Establishing Objectives and Tracking Performance
Effective Monitoring and Coaching
Performance Reviews and Motivation

Maximizing Human Resources:

Employee Career Development and Satisfaction
Building a High-Performance Culture
Creating and Leading Teams
Legal Requirements and Privacy

The Call Center Operations Management On-Site Study Course is designed to prepare participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.

People Management Course Materials:

Comprehensive self-study guide including:

Course content
Exercises
Glossary
Articles

Multiple-choice quizzes
Assignments

Register today to improve your knowledge of operations management and be successful on the CIAC Operations Management knowledge assessment.

Date:	Price:
Wednesdays from April 25 - June 6, 2007 from 3:30-4:30pm Eastern (skipping May 30)	$899.00
Wednesdays from September 26 - November 7, 2007 from 3:30-4:30pm Eastern (skipping October 17)	$899.00