Foundations of Contact Centre Management

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

Date:    Wednesday & Thursday,  6-7 December 2017  (2 full days )
Location:     Holiday Inn Toronto Airport East (Hwy. 401 @ Dixon Road)
Price:     $999 + HST    Includes meals, refreshments, parking, etc.

 REGISTER HERE

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