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.

An effective real-time queue management program is essential to running an efficient inbound call center, but it doesn’t often receive the attention it deserves. Those managing the queue in real-time rarely have the training they need to get the best results from their diligent efforts. Attend this seminar to learn how to handle unexpected call traffic quickly and effectively.

In this session, you will learn to:

Develop plans to be able to react in advance
Determine real-time plan thresholds
Communicate expectations and developing reaction alternatives
Overcome an "attack the queue" philosophy

Seminar Outline

Setting the Foundation

What we've found
What we recommend
Facts that people often miss

Developing Plans to React in Advance

Success factors
Developing the plan
Creating the plan
Updating the plan
Intra-day forecast

Establishing Real-Time Thresholds

When to react
Establishing a baseline

Communicating Expectations and Developing Reaction Alternatives

Setting expectations
Recovery alternatives
Continually improve the process

Overcoming an "Attack the Queue" Approach

Educate everyone

Value added materials

Printable Slide Presentation
Erlang C Calculation Definitions
Weekly Coverage Example
Real-Time Recovery Should Be the Exception, Not the Rule
How Incoming Call Centers Behave: Back to the Basics (Three Parts)

Who should attend?

Supervisors and managers charged with managing the call center’s real-time recovery program or those involved in its implementation.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Unable to attend any of these dates? We have a recording of this seminar that you can play back on demand for the same low price. To order the recording please contact us.

Date:	Price:
Live Seminar Recording	$299.00
December 12, 2008 (2-4pm Eastern)	$299.00

Testimonials:

"I found the knowledge behind this seminar was very high and that [the seminar leader] knew exactly what he was talking about. He gave tips and answers to many questions that arise in the call center industry on a daily basis. The content was more than excellent. I didn't expect to come out with as much information as I have."

Amy Renton, Workforce Specialist, Archway Marketing Services

"Info was very useful and gives us a lot to think about and debrief over. Session was well paced. It is good to see that many issues and trends are seen in other call centers and areas."

Bridget Higginbottom, Capacity Planning Manager, Sovereign Bank