$1,228.87

Foundations of Contact Centre Management

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Location

Holiday Inn Toronto Airport East

Hwy. 401 at Dixon Road

600 Dixon Road

Toronto/Etobicoke, ON, ON M9W 1J1

Canada

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Refund Policy

Refund Policy

Refunds up to 7 days before event

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Event description

Description

Spend 2 intensive days learning strategy and tactics to manage a successful Contact Centre.

Workshop Content

  1. CONTACT CENTRE CONCEPTS AND THE PRACTICE OF MANAGEMENT

    • The purpose and mission of business

    • Contact Centre evolution and its strategic positioning

    • Role of the Contact Centre in providing remarkable customer service

  2. CONTACT CENTRE PROCESSES

    • The impact of process on the Centre’s bottom line

    • Interdependencies of processes

    • Key processes and metrics

  3. CONTACT CENTRE BASIC TECHNOLOGIES (pre-workshop self-study with review in-class)

    • Key technology components in Contact Centres (PBX, ACD, CTI, IVR, VRU etc.)

    • The strategic and operational role of technology

  4. WORKFORCE MANAGEMENT FUNDAMENTALS

    • How to maximize Service Level, minimize customer wait time, and ensure that the right people are in the right place at the right time

    • Queuing theory: Erlang formulas and their application in Service Level Management

    • Capacity planning (requirements), forecasting, scheduling and Intra-Day analysis

  5. STRATEGIC PERFORMANCE MEASUREMENT AND REPORTING

    • The how and the why of Performance Management

    • The concept of the Balanced Scorecard by Norton and Kaplan

    • How to construct an organizational Balanced Scorecard

    • Looking at the big picture

    • Key metrics for tracking Contact Centre performance

    • How to understand and apply these key metrics

  6. PERFORMANCE MANAGEMENT IN CONTACT CENTRES

    • Efficiency versus effectiveness measures

    • Performance Management: People

    • Performance Management: Process

  7. PRACTICES TO ACHIEVE SERVICE LEVEL AND COST SUPERIORITY

    • Understanding the significance of Service Level as the key to Customer Satisfaction and optimal productivity

    • Service Level or occupancy? Setting the right service level, customer impatience factors

    • Real-time response process: a practical model for turnkey applications

    • Understanding and managing the root causes of Call Centre inefficiency in order to improve productivity: e.g. workload, First Contact Resolution, WorkForce Management, contact handling skills, systems support

  8. PUTTING IT ALL TOGETHER

    • Applying this knowledge in everyday Contact Centre Management
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Date and Time

Location

Holiday Inn Toronto Airport East

Hwy. 401 at Dixon Road

600 Dixon Road

Toronto/Etobicoke, ON, ON M9W 1J1

Canada

View Map

Refund Policy

Refunds up to 7 days before event

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