Contact centres are evolving fast at present whether it is because of competitive pressures, new technology options or increasing customer expectations. Irrespective of the causes the enduring nature of random call arrival means that managers and other senior staff require a deep understanding of proven contact centre principles and concepts in order to retain overall control and balance. In particular, ensuring the right number of skilled staff and supporting resources are on hand at all times to deliver a business-driven service level target at quality is still the primary way to achieve expected results and continuous evolution in the new customer experience era.
Attend INSIGHTS' most popular management course to ensure you have the right knowledge and foundations for a successful career in contact centre and customer experience management, and achieve a peer-recognised certificate to prove it.
Apply the most important concepts and principles used in successful call centre management
Choose the optimum service level and response time for your call centre and your customers
Calculate work load and plan resources accordingly
Cope with and minimize staff shrinkage
Generate the right type of reports for senior management that give a true picture of what is happening in the call centre
Prepare budgets and present them to decision makers in order to achieve your goals
Manage and operate the call centre effectively and efficiently
Conduct planning for continuous improvement in an ever-changing market.
Deploy proven cost control and cost reduction tactics.
Choose the right metrics and goals for your Contact Centre that support corporate strategies.
Understanding Call Centres
* The Call Centre Manager’s Role
* Characteristics of The Regional Call Centre Market
The Planning Process
* Setting Targets
* Collecting Relevant Data
* Useful Tools
Operational Best Practice
* Real Time Management
* Contingency Planning
* Performance Management
* Quality Considerations
* Continuous Development
* A copy of Contact Center Management on Fast Forward for the first 5 registrations
* Multiple useful tools to measure and use for
Plus Enjoy A Bound INSIGHTS Certificate On Passing
INSIGHTS and high quality Contact Centre education are synonymous terms in the Middle East. This unique position has been achieved through the production of the region’s leading call centre conferences and exhibitions, the organisation of world-class seminars and workshops and the championing of industry certification to enhance professional standards. Not content to rest on its laurels and achievements to date, INSIGHTS continues to innovate, respond to market needs and develop timely and relevant programs for the burgeoning (competencybased) Middle East market. “Planning & Operational Skills For Call Centre Manger’s Seminar” comes with the INSIGHTS pedigree – your guarantee of a memorable and effective learning experience.