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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

  • Establishing and using Service Level and Response Time objective.
  • Planning and managing Service Level and Quality.
  • Real Time Management.
  • Establishing and Managing Service Level Agreement.

2. KPI Contact Center

  • Speed Performance.
  • Quality Performance.
  • Efficiency Performance.
  • Cost Performance.
  • Outbound Call Performance.
  • Strategic Impact Performance.

3. Resource Management

  • Forecasting definitions, principles, and methodologies.
  • Staffing calculations and queue dynamics.
  • Scheduling principles and methodologies.
  • Managing and improving quality.

4. Contact Center Technology

  • Understanding CRM.
  • Identifying, aligning and leveraging existing and emerging technologies (Omni Channels).
  • Building a technology strategy and managing new implementations.

5. Facility & Disaster Recovery

  • Site Selection Issues.
  • Floor Plan Design.
  • Health, Safety and Security.
  • Disaster Recovery.

Other Information

Target Participants: 

  • Executive
  • Manager
  • Supervisor

Duration : 2 Days Program

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