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CALL CENTER OPERATIONS MANAGEMENT FOR LEAD AGENTS
Who should attend?
This two-day workshop is designed for call center Lead Agents and will enable them to clarify their role in working with the agents and leadership team and to understand, manage and measure the key success factors for operating a world-class call center.
What will you learn?
Understand and use call management and forecasting data to provide world-class service levels to your customers. Staff and optimize agent levels for maximum performance and productivity. Use technology and automation to increase productivity and reduce costs. Hire, train and retain a professional call center team.
Key Learning Points
This workshop is interactive and involves targeted exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.
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