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The popular course Contact Center Management has been extended to two days since autumn 2016. We provide you with basic knowledge about how to manage, plan and develop your contact center.

Target group

The course is aimed at you who lead or have a leading position in a Contact Center. The business can be in the private or public sector. The content is useful regardless of whether it is a public Customer Service or internal Service Desk.

The course gives you an insight into the basics of a Contact Center both in terms of staffing and other planning, technology and leadership.

You may be new to the job as a manager or want to refresh your skills, gain new insights and perspectives and meet others in the same role. We prioritize networking during the two days of the course.

The course is also good for you who are a team leader or equivalent or if you have planning responsibility for the Contact Centre. If procurement is underway, regardless of whether it is a Contact Center system, work force management or other support systems, the course is useful and gives you a lot to "think about" before the procurement.

Course objectives

After the course you will:

  • understand the basics of staffing planning, i.e. how targets, statistics and forecasts are used for staffing calculations and which driving forces affect your availability

  • have good insights into goal management and which goals may be relevant for the various parts of the Contact Center and how this affects leadership

  • have gained an insight into various technical support (WFM, case management, CRM, statistics displays, etc.)

  • see the possibilities with good voice response solutions, voice control and the use of voice as well as the interaction between different channels

  • have arguments for advancing the Contact Center's positions and its role in the total customer experience (Customer Experience)

 
Contact Center Management

Our updated course rests securely on the most important ingredients from the previous one-day course but is now extended to two days.

We go through the central parts of managing a Contact Center:

  • Availability - about planning, forecasts, staffing calculation and schedule

  • Service and quality (Customer Experience) – even if the customers arrive, those who answer must have the right skills and excellent customer service

  • Technology - without good technology support, it is not possible to run a Contact Center

  • Leadership – In a Contact Center something unexpected always happens. Leadership is extremely important to lead, inspire, correct and manage the unexpected

     

Out of the program
 
Availability

That the customers arrive and that the queue management works well, we begin with and use a larger part of day 1 to.

We go through forecasting technology and how we determine a staffing need as well as which factors affect the staffing calculation. We continue the day with how the need becomes a staffing schedule. We work together on how to make a schedule work for the employees.

You get different options for action around the important issue of insufficient staffing? Goals and measurement are included in the day, as well as how different parts of an organization need different goals and metrics.

Throughout, we include practical examples in the course material. We address the economies of scale in a Contact Center, but also contrast this with what competency management entails.

Service and quality

When we have worked our way through availability during day 1, we continue on day 2 with how we deliver good service and quality in a Contact Center. This also touches on what Customer Experience means and how this is measured and followed up.

Technique

During day 2, you will receive an overview of the technical support for a Contact Center. Among other things, support for Work Force Management, CRM and case management, as well as what you should consider when using queue monitors, displays, "early warning systems", queue rulers and other concepts.

We also touch on integration between different systems and what you should consider when interacting with a Telephonist function.

The leadership

Finally, during day 2, we work on what leadership in a Contact Center entails.

 

Course opportunities

Is the course content (all or certain parts) interesting to several people in your organization? We can tailor and package a course for the specific needs of your business. Contact us, and we will talk through what your and your organization's needs are. We can then design a proposal for an adapted implementation.

 

The training takes place in collaboration withTeleutbildningar.se
 

Contact Center Management

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