Foundations of Contact Centre Management

  • Foundations of Contact Centre Management
    November 6, 2018 - November 7, 2018
    8:30 am - 4:30 pm

After these two intensive days you will be able to apply strategy and tactics that will make you- and your Contact Centre-  more efficient and effective.

Workshop Content

CONTACT CENTRE CONCEPTS AND THE PRACTICE OF MANAGEMENT

  • The purpose and mission of business
  • Contact Centre evolution and its strategic positioning
  • Role of the Contact Centre in providing remarkable customer service

CONTACT CENTRE PROCESSES

  • The impact of process on the Centre’s bottom line
  • Interdependencies of processes
  • Key processes and metrics

CONTACT CENTRE BASIC TECHNOLOGIES  (pre-workshop self-study with review in-class)

  • Key technology components in Contact Centres (PBX, ACD, CTI, IVR, VRU etc.)
  • The strategic and operational role of technology

WORKFORCE MANAGEMENT FUNDAMENTALS

  • How to maximize Service Level, minimize customer wait time, and ensure that the right people are in the right place at the right time
  • Queuing theory: Erlang formulas and their application in Service Level Management
  • Capacity planning (requirements), forecasting, scheduling and Intra-Day analysis

STRATEGIC PERFORMANCE MEASUREMENT AND REPORTING

  • The how and the why of Performance Management
  • The concept of the Balanced Scorecard by Norton and Kaplan
  • How to construct an organizational Balanced Scorecard
  • Looking at the big picture
  • Key metrics for tracking Contact Centre performance
  • How to understand and apply these key metrics

PERFORMANCE MANAGEMENT IN CONTACT CENTRES

  • Efficiency versus effectiveness measures
  • Performance Management: People
  • Performance Management: Process

PRACTICES TO ACHIEVE SERVICE LEVEL AND COST SUPERIORITY

  • Understanding the significance of Service Level as the key to Customer Satisfaction and optimal productivity
  • Service Level or occupancy? Setting the right service level, customer impatience factors
  • Real-time response process: a practical model for turnkey applications
  • Understanding and managing the root causes of Call Centre inefficiency in order to improve productivity: e.g. workload, First Contact Resolution, WorkForce Management, contact handling skills, systems support

PUTTING IT ALL TOGETHER:

  • Applying this knowledge in everyday Contact Centre Management

Details

Date:    Tuesday and Wednesday 6-7 November 2018 (two full days)
Location:     Holiday Inn Toronto Airport East (Hwy. 401 @ Dixon Road)
Price:     C$999 + HST

Venue:  

Venue Phone: (416) 240 7511

Venue Website:

Address:
600 Dixon Road, Toronto, Ontario, Canada, M9W 1J1

Description:

 

Location and map