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.

Are you a new call center manager looking to gather insight and information to apply to your position? Are you a veteran in search of a dependable refresher? If so, ICMI's Special 2-Part Web Series Principles of Effective Contact Center Management is for you. This seminar will provide you with the knowledge and confidence you need to excel in today's demanding customer contact environment.

This is the perfect opportunity to develop your high-performing supervisors. Equip your supervisors with the fundamental principles of success and the results will be a more efficient, more effective center. We've seen it happen time after time, in center after center.

Seminar Outline

What does “call center management” really mean – and how should that definition shape your activities and outlook?
The types of value your contact center can (and must!) create.
The driving forces in call centers that shape every moment of every day.
The types of work contact centers handle – and how to get your arms around ALL of it so that you’re really in control.
Understanding the organizationwide nature of the steps to effective resource planning:

Setting objectives
Collecting data
Using work modes correctly
Forecasting Staffing and scheduling
Tracking progress

The immutable laws of call centers – and how to harness them for maximum effectiveness:

Staffing and service level
Occupancy and schedule adherence
Staffing versus system requirements
Pooled versus specialized groups
The law of diminishing returns
The power of one person

Understanding and improving quality – from top to bottom.
Looking ahead: Is there another level of value? (Yes!).

You will learn:

Key trends in customer contact services
The fundamental principles of value and performance
How to achieve service level and response time objectives with quality
The principles behind accurate forecasting, staffing and scheduling
The tradeoffs between staff, wait times and agent occupancy
How your call center can raise levels of value for your organization

Who should attend?

All management levels will benefit from this solid foundation including directors, managers, analysts and supervisors in customer service, sales, claims, reservations, information centers, hotlines, emergency services and consumer affairs.

Date:	Price:
Aug 3 - 10, 2pm to 4pm EST	$499.00