Managers Training

Professional and active contact center

  • The customer access strategy
  • The contact center profession
  • Value for a contact center
  • Principles of contact center management
  • Contact center Human resource management
  • Contact center team management
  • Contact center business communication skill
  • Characteristics of leading centers
  • The importance of every person
  • Tips for personal professional development

Planning & management process

  • Service level vs. response time, and guidelines for setting each
  • Sources of planning data
  • The forecast
  • The forecasting importance and problems
  • Skills-based routing
  • Impact of peaked traffic
  • Impact of long calls
  • Chat considerations
  • Outbound considerations
  • Response time calculations
  • Resource planning for social interactions
  • Scheduling to the demand curve
  • Long-term staffing model

Effective Real-Time Management

  • The moment-by-moment reality of staffing
  • Principles for real-time management
  • Intraday forecasting
  • Implementing a workable escalation plan
  • Common root cause suspects
  • Real-time alternatives

Quality and Productivity

  • Customer service quality management
  • Quality principles
  • The relationship between service level and quality
  • Characteristics of a quality interaction
  • The customer interaction process
  • Tools for finding and fixing root causes
  • Key individual performance objectives

Training Mission

  • 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
  • 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

Assessment & Goal strategic planning and its process

  • Set personalized workshop goals
  • Introduce strategic planning process
  • Establishing a shared vision through company vision, mission, and goals
  • Establishing a decision lens for strategic decisions
  • Tools for shaping the supporting strategy and identifying the place of the contact center strategy in the overarching organizational strategic plan
  • The ingredients of a customer access strategy
  • The leader’s role in innovating and aligning
  • The importance of risk
  • Thinking about trends

Convert strategy to reality

  • The strategy-tactics continuum
  • The leader’s role in strategic planning
  • Choosing the right metrics
  • Implementing operational plans and processes
  • Using a decision lens for metrics and KPIs
  • Categories of contact center metrics with primary and secondary measures for each category
  • Using dashboards
  • Strategic and tactical financial drivers
  • Capacity planning
  • Business continuity planning and disaster recovery planning

Training Mission

  • Identify the contact center’s strategic direction
  • Align the organization’s and the contact center’s strategy, goals, and objectives
  • Use a strategic planning process model with tools to develop the contact center’s strategy
  • Identify the leader’s role in each step of strategic planning
  • Build a strong case for needed investment
  • KPIs, Metrics, and Measures
  • The Contact Center Metrics Hierarchy
  • The Dilemma with Contact Center KPIs
  • The Most Common Contact Center Metrics
  • Update Your Personal Action Plan
  • The 80/20 Rule for Contact Center KPI
  • KPI Statistics – Min, Max, Average, Median, and Quartiles
  • Cost vs. Quality
  • Cause-and-Effect for Contact Center KPIs
  • Introduction to Benchmarking
  • Reporting vs. Benchmarking
  • Measure, Diagnose, Plan, Act!
  • Agent/Technician Performance Goals
  • The Agent/Technician Scorecard

Training Mission

  • Track and trend performance over time
  • Benchmark performance vs. industry peers
  • Identify strengths and weaknesses in contact centers
  • Diagnose and understand the underlying drivers of performance gaps
  • Prescribe actions to improve performance
  • Establish performance goals for both individuals and the contact center

Performance Improvement

  • Performance improvement activities
  • The importance of managing and developing people
  • The role of employee engagement
  • The importance of communication in improving performance

Define Goals

  • Setting performance standards
  • The purpose and objectives of your program
  • Determining roles and responsibilities
  • Activities vs. results

Reality Measurement

  • Importance of monitoring
  • Tools of Monitoring
  • Monitoring Form
  • Analyzing & Rating Monitoring Form
  • Calibration

Goal Achievement

  • How to use information gathered in monitoring sessions
  • Improvement process guideline
  • Monitoring form audit
  • Voice of the customer
  • Finding time to coach
  • Coaching basics
  • Feedback tips
  • Praising
  • Correcting
  • Techniques to become a better coach
  • Analyzing individual performance
  • Agent self-assessment
  • Strategy for implementing
  • Monitoring program checklist
  • Essentials for a performance improvement culture

Training Mission

  • Strategies for creating a quality strategy that meets the needs of your business, your customers, and your employees
  • How to translate customer and organization expectations into targeted individual performance standards
  • The key components of an effective quality monitoring program
  • Techniques to use calibration to build consensus and support from all levels of the organization
  • Methods to expand your coaching competence and effectiveness
  • Tips for leverage monitoring data throughout the organization
Essential skills & knowledge for efficacious Contact center management
Contact center Strategy
Succeeding with metrics
Monitoring & Coaching