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Call Center Manager

Customer Service >

 

Call Center Manager

5 Day Instructor Led Course - 35 Contact Hours

 

 

 

Center Benefits :

• Corporate Venue: Onsite or at SitesPower

• UAE Ministry of Education Accredited Institute

• Certificate of Achievement (Ministry Attestation fees apply)

• Exams: Qualification exams available (fees excluded)

 

Training Quality Guarantees :

(conditions apply)

• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade

 


Overview
The contact center industry is one of the fastest growing professional fields globally.
This program gears you up with the most current tools & techniques in practice and the most effective & efficient approaches of the industry-professionals.

It includes social media, evolving customer expectations, new performance objectives and metrics, the contact centers evolving role in strategy, and much more! You'll learn how to: *Improve customer experiences *Build a team equipped with the right know-how *Achieve service level with quality *Maximize the contact centers. Strategic value *Win top management s support.

Prerequisites
Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology.

Part One: The New Era of Customer Relationships
• Chapter 1: Familiar Challenges, New Opportunities
• Chapter 2: The Blueprint — Your Customer Access Strategy
• Chapter 3: The Driving Forces in Customer Contact Centers

Part Two: A Planning and Management Framework
• Chapter 4: Accessibility, a Core Value
• Chapter 5: Acquiring Necessary Data
• Chapter 6: Forecasting the Center's Workload
• Chapter 7: Determining Base Staff and System Resources
• Chapter 8: Successful Scheduling

Part Three: Understanding Contact Center Dynamics
• Chapter 9: How Contact Centers Behave
• Chapter 10: Communicating with Senior Management
• Chapter 11: Real-Time Management

Part Four: Elevating Quality and Performance
• Chapter 12: Establishing the Right Measures and Objectives
• Chapter 13: Improving Contact Center and Organization wide Performance
• Chapter 14: Boosting Individual Performance
• Chapter 15: Building a More Effective Organization

Part Five: Leadership in the New Era of Customer Relationships
• Chapter 16: Enabling Technologies, New Possibilities
• Chapter 17: Characteristics of the Best-Managed Contact Centers