Program Details
Objectives :
- To equip participants with the leading principles & practices related to Contact Center Operations Management.
- To allow participants to gain insights and ideas from the world wide best practice Contact Center Operational.
Outline :
1. Service Level & Response Time
- a. Establishing and using Service Level and Response Time objective.
- b. Planning and managing Service Level and Quality.
- c. Real Time Management.
- d. Establishing and Managing Service Level Agreement.
2. KPI Contact Center
- a. Speed Performance.
- b. Quality Performance.
- c. Efficiency Performance.
- d. Cost Performance.
- e. Outbound Call Performance.
- f. Strategic Impact Performance.
3. Resource Management
- a. Forecasting definitions, principles, and methodologies.
- b. Staffing calculations and queue dynamics.
- c. Scheduling principles and methodologies.
- d. Managing and improving quality.
4. Contact Center Technology
- a. Understanding CRM.
- b. Identifying, aligning and leveraging existing and emerging technologies (Omni Channels).
- c. Building a technology strategy and managing new implementations.
5. Facility & Disaster Recovery
- a. Site Selection Issues.
- b. Floor Plan Design.
- c. Health, Safety and Security.
- d. Disaster Recovery.
Other Information
Target Participants:
- Manager.
- Supervisor
Duration : 2 Days Program
