Contact Center Management Certification Course Offered in Austin
February 03, 2011
By David Sims
, TMCnet Contributing Editor
From March 22-25 a Call Center Management Certification course will be offered in Austin, Texas. The course, offered by the College of Call Center Excellence, is composed of ten modules that include lecture, discussion and learning activity "case studies" that focus on practical problem solving and current best practices, course officials say. The curriculum, originally developed by Dr. Jon Anton of Purdue University (News - Alert), has been expanded and updated by Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their staff of industry experts.
Course officials say class size allows one-on-one interaction with the instructors and "enables you to network effectively with colleagues and industry peers." Typically participants include Call Center Managers, Directors and Vice Presidents, as the courses are designed to help attendees manage their call center and strengthen relationships with other departments, such as marketing and telecommunications.As an alumnus or alumna of the program you'll become part of the BenchmarkPortal (News - Alert) on-line community, and are entitled to a complimentary Benchmarking Report and webex-style "read-out" of your benchmarking results with your instructor.
The course runs for three and a half days. Here's an overview of what's on offer:
Day One: Organizational Leadership and Human Resources. The focus is on the importance of leadership and sharing the mission and vision of the center. In the afternoon, you review all aspects of agent management from best practices in screening, onboarding, training and ongoing management of our most important resource.Day Two: Quality Monitoring & Quality, Customer Satisfaction, The Basics of WFM Forecasting & Scheduling for Center Management. The concentration is on day-to-day management issues. What are the high performing centers do to improve their quality assessment processes to drive customer satisfaction. In the Customer Satisfaction module, you discuss the multiple ways to measure, analyze and use the caller satisfaction finding.
Then, your favorite topic: what do you do with forecasts, adherence and schedules? How do you find the solutions that meet the needs of the business and the work life balance of your agents while still being able to meet your service goals?Day Three: Call Center Technologies, Technology Enabled Processes, Remote Agents,? Escalation Hubs,? Social Networking,? Outsourcing,? Knowledge Management, Caller Self-Service. The third day of the workshop is spent discussing the support tools and technologies you use in the center and that your customers are using to access you and information in the way and at the time they want.
Day four is a general wrap-up.?David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny