Invaluable Course Materials

	A handsome executive-style course manual, chock-full of useful forms, graphs, charts, case studies and exercises, that will save you literally hundreds of hours.
	Valuable software, including programmes that calculate staff, occupancy, trunk load, service level, average speed of answer and calls in queue. (Note : software provided is a free, value-added benefit for seminar attendees.)
	A highly-usable glossary of call centre management acronyms and terms.
	Reprints of dozens of articles that will provide an invaluable reference long after the seminar.
	An action plan, trip report, workbook, complimentary copy of Call Centre Management Review and a frameable course completion certificate.

20 Advantages of Attending

1	Become immersed in a highly evolved system of values for incoming call centres which will guide you in making correct decisions throughout your career.
2	Understand the totality of an incoming call centre and of an incoming call centre manager's job.
3	Get an inside look at what the best call centres are doing today, and how they are preparing for tomorrow.
4	Build your own network of supportive fellow professionals.
5	Gain new insights into the driving forces which impact management and planning of an incoming call centre.
6	Acquire invaluable reference materials (charts, worksheets, forms, article reprints, case studies and software) that will save you literally hundreds of hours.
7	Identify weaknesses or missing links in your planning process and learn how to develop a more workable, collaborative approach.
8	Save time by learning what data is critical and what you can do without.
9	Learn how to forecast call load (volume, average talk time and average after call work time) down to the half-hour level.
10	Find out how to choose a service level objective that makes sense for your organisation.
11	Unravel the myths about the relationships between service level, staffing, exchange lines and agent productivity.
12	Acquire free software that easily calculates staff, exchange line load, occupancy, average speed of answer and expected results based on varying levels of agents.
13	Learn how to compute costs for different service levels.
14	Find out how to configure answering groups in a way that makes sense, given capabilities such as overflow, secondary groups and skill-based routing.
15	Learn how to make a rock-solid case for the resources you need and establish realistic expectations for the resources you have.
16	Gain confidence in your understanding of traditional and new technologies and how they are impacting call centres.
17	Acquire concrete skills for measuring and improving the performance of your call centre staff.
18	Identify areas that, if improved, would yield the greatest return on your time and effort.
19	Learn how to interpret ACD reports correctly and identify misleading information.
20	Take home an Action Plan to help you implement what you learn in the seminar.

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