Contact Centre Management Fundamentals (January 2023)

Contact Centre Management Fundamentals (January 2023) training course

Top-rated course with an average review score of 5/5! ⭐️⭐️⭐️⭐️⭐️

The Contact Centre Management Fundamentals (January 2023) training course teaches global best-practice contact centre operations to improve the performance of any inbound contact centre.

Facilitated by Daniel Ord, from OmniTouch International – this is the gold standard for contact centre management training across the world regardless of the size, location or industry of your contact centre.

Daniel is a world leader when it comes to contact centre training and he brings his wealth of experience, passion and extensive qualifications to show you how you can transform your own contact centre operations.

Not only will you learn the leading contact centre management strategies to empower your team to generate improved customer experiences combined with efficiency, but you’ll be equipped with the practical skills you need to immediately start to implement everything that you learn.

Importantly, this course is completely agnostic – it is not associated with any vendors, associations, consulting groups etc pushing their own agendas. It is based on industry best-practice and it will provide you with skills and knowledge that can be implemented effectively into any inbound contact centre to improve performance.

4 x 4-Hour Modules 

The Contact Centre Manager Fundamentals course is delivered live via Zoom across 4 x 4-hour online modules. The four modules are delivered across four consecutive days to maximise learning effectiveness. Regular breaks are included to ensure you can maintain focus throughout the course and with just half the day committed to learning, there is still some bandwidth left to enable you to stay on top of any pressing issues.

Module 1: Begin at the Beginning – Customer Wait Time

For the Contact Centre to achieve Customer, Employee & Organisational goals requires a masterly level understanding of Service Level, Response Time and associated Wait Time metrics.

We share the practices that matter – and the ones that don’t.  Along with Service Level Recovery plans, interpreting Readerboard data and improving queue management in real-time.

Module 2: Measuring Contact Centre Success

What is ‘efficiency’ in a Contact Centre?  Setting & measuring the right KPIs for different job roles is a senior management responsibility.  Because when you get it right – you get great performance.

When it’s not right – or based on a misaligned understanding of how Contact Centres really work – you get barriers to performance.

And we share our popular Agent & Team Leader P, Q & A performance system – so easy to understand and explain it helps transform Contact Centre performance almost immediately.

Module 3: Forecasting Practices

Healthy Workforce Management practices are foundational to Centre success.  While not everyone needs to ‘do’ WFM, everyone needs to understand what is involved and how they contribute to success.

Time Series Forecasting, Bottoms Up Forecasting, Blending in Judgement – we cover the essentials so everyone can do their part when it comes to WFM.

Note: If you want to deep-dive into WFM we recommend the WFM for Practitioners course.

Module 4: Contact Centre University

If there were a Contact Centre University, these topics would be included in the curriculum – the Immutable Laws, the role & use of Erlang C, Shrinkage, using the Response Time Formula and of course the right way to budget Contact Centre Labour.

You’ll gain a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.

Tags: Contact Centre Management Fundamentals