Learn the knowledge, skills, and competencies required to increase customer satisfaction within a call centre.
Customer Service Courses
Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.
By the conclusion of this course, learners will understand:
- Key contact center management principles and practices
- Terms, definitions, and requirements of successful contact center management
- Formulating a plan using the content and tools provided to make positive improvements in your workplace
- Tips for reducing contact center costs and improving your bottom line
- How to meet service levels consistently and measurably
- How to forecast the workload and create schedules that meet the needs of customers and employees
- Strategies for improving performance by choosing the right metrics and goals
I found the Course “CONCISE Dashboard Reporting in EXCEL” facilitated by Valentine – was extremely professional and very beneficial.
Enjoyed the course, especially some of the content which was technical and really relevant to the level of or interests of the delegates.
The presenter was knowledgeable about the topics, well prepared for the sessions, enthusiastic and interested.
The objectives for each topic were identified and followed. This will enable me to apply the knowledge I gained. Plus, participation and interaction were encouraged.
Enjoyed the general knowledge being passed and relating the course to our own personal financial situation and how we can use these policies for personal gain.
The training presenter was well prepared for the session, enthusiastic and interested. Plus the material was well organised.
A very enjoyable course with lots of current anecdotes to illustrate the course material.
The objectives for each topic were identified and followed. Shared experience – relevant to every day. Very good coverage and really enjoyed being at the event.
The presenter was well prepared, and answered the questions in a complete and clear manner. The objectives for each topic were identified and followed.
I enjoyed all aspect of the course content due to their inter-relatedness, plus the presenter was very knowledgeable and experienced.
The course was refreshing to reflect on key areas of Human Resource and measure where my organisation is in relation to the topics covered.
Enjoyed the interactions, different perspectives offered and the opportunity to open the thoughts of strategic HR Metrics and Analytics thinking.
The training met my expectations. The course objectives and content for each topic were identified, followed, organised and easy to follow.