Customer Service

Introduction

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.

Objectives
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