A contact centre is a vital part of today’s successful businesses. Everyone interacts with customers through various mediums – phone, email, social media, but very few organizations operate a fully optimized contact centre.
The fundamentals of contact centres are built on the five pillars of ‘Strategy’, ‘People’, ‘Process’, ‘Technology’ and Facilities’. Managing an efficient and effective contact centre requires harmony between all these pillars (how they operate and how they impact each other).
This workshop, provides better understanding of these pillars, how they relate to each other, how to measure and manage their efficiency and effectiveness, and finally how to optimize the operations based on the overall direction of the organization. You’ll discover why contact centers are increasingly becoming “mission critical” as hubs of communication between customers and your organization, as well as how your customers’ expectations are changing the roles of contact centers
Course content covers tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, and leadership.
To build relevant, actionable context into course learnings, this workshop includes a simplified assessment survey which benchmarks attendees’ contact centres against best-in-class organizations. With the results of this survey, participants can focus on the key areas for improvement and create a customized improvement plan for their centres.
This program is designed to teach participants how to:
- Understand the importance and value of a contact center and the related processes
- Manage operational performance and foster a productive team cultural and moral
- Determine and implement the right KPIs for individual contact centres
- Building an improvement plan to bring individual contact centers to the next level
Module 1) Contact Centre Concepts and Management
Module 2) Contact Centre Processes
Module 3) Managing Operational Performance
Module 4) Understanding Your Customers
Module 5) People Management
Module 6) Trends in Customer Service
Module 7) Improvement Plan