What you will learn
- The departmental functions within contact centers and the metrics associated with performance
- How to structure phone, email, chat and social media conversations for consistently positive outcomes
- The essentials for supervising and leading call center teams, including performance management, time management, and coaching techniques
- How to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs, and interaction analytics programs
- The workforce management process, including an in-depth understanding of forecasting, scheduling, intraday management, and skill-based routing
How you will benefit
- An operational understanding of contact centers and key metrics is essential to a successful career in call center management
- Call center managers should understand the agent’s role and be aware of the best practices for handling customer contacts across channels to best support their contact centers
- Contact centers rely on teams and supervisors who lead them. It is critical for contact center managers to have a firm understanding of the roles and responsibilities of a call center supervisor
- Quality assurance and workforce management knowledge will empower you to communicate the needs of the business effectively
There are no prerequisites to take this course.
- This course can be taken on either a PC or Mac.
- PC: Windows 8 or newer.
- Mac: OS X Yosemite 10.10 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
- Adobe Acrobat Reader. Click here to download the Acrobat Reader.
- Software must be installed and fully operational before the course begins.
- Email capabilities and access to a personal email account.
Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.