Contact Center Operations: An Introduction to Seven Fundamentals

New to call centers? Not sure what you’ve gotten yourself into? Take time now to understand the unique operating principles of contact centers and you’ll be able to make better decisions for your center’s success.

You will learn about seven critical issues that contribute to call center success:

• Three driving forces
• There’s a direct link between resources and results
• Service level and quality work hand-in-hand
• When service level improves, “productivity” declines
• You need more staff on schedule than on the phones
• Staffing and telecommunications budgets must be integrated
• The demands on call center agents are increasing

This seminar will help those in your organization – both inside and outside the call center – understand how and why the call center operates as it does.

Take this opportunity to educate yourself, your employees and peers on important call center fundamentals. They will walk away with increased knowledge of queuing theory, service level, forecasting the workload, scheduling and productivity in the call center. And the ability to better meet the needs of your customers.

Who should attend?

This seminar is appropriate for new call center employees (including managers, supervisors, team leaders and frontline agents) and colleagues from other departments. The material in this seminar is at a basic level.

Date:	Price:
No course dates are scheduled at this time.	$299.00

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