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PEOPLE MANAGEMENT FOR CALL CENTER MANAGERS
Who should attend?
This two to three-day workshop is designed to give working call center supervisors, coaches, and managers the knowledge, skills, and techniques used to manage a world-class call center. This workshop will provide attendees with a complete understanding of the issues, demands, resources, and information that world-class call center managers’ deal with every day.
What will you learn?
Increasingly, most customer contact with your company will flow through your call center. This includes telephone calls answered by people and machines, e-mail, fax, postal mail and web-based communications. The manner in which you manage those opportunities is critical to the success of the company. Call centers develop and maintain customer loyalty, produce revenue, and create new business with every customer contact they handle properly. To do this you must staff and optimize agent levels for maximum performance and productivity, understand and use technology and automation to increase productivity and reduce costs.
Key Learning Points
This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Students demonstrate competency through case studies, receive individual feedback and coaching by Call Center Learning Solutions Master Trainer.
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