BenchmarkPortal Releases Call Center Manager Training Schedule for 2013
January 11, 2013
By Rajani Baburajan
, TMCnet Contributor
BenchmarkPortal (News - Alert), a call center certification company and custodian of the world’s largest call center metrics, in partnership with The College of Call Center Excellence, has released the Call Center Manager Training schedule for the year 2013.
Call Center Manager Training focuses on specific areas of call center management. Some of the topics covered under this workshop series include organizational leadership, human resources, quality monitoring, customer satisfaction, the basics of WFM forecasting and scheduling, call center technologies, technology-enabled processes, knowledge management, caller self-service, analytics and reporting, and call center benchmarking.
The courses target call center managers, supervisors, directors and vice presidents. They are designed to hone the skills of these professionals so that they become better leaders and are able to manage their call centers efficiently and strengthen their relationships with other departments.
Upon completion of these courses each attendee receives complete course documentation, a comprehensive workbook, and a certificate of completion. Workshops are held in small class size so attendees get an opportunity to interact with the instructors closely. They also get an opportunity to network with industry peers and experts in the industry.
The course consists of lectures, discussions and learning activities in the form of case studies that examine practical problem solving and current best practices.
The Call Center Management Training courseware is originally designed by Dr. Jon Anton of Purdue University (News - Alert). The curriculum has been expanded and updated by Bruce Belfiore, Chancellor of the College, Senior Instructor Dayne Petersen and Jose Perez, Dean of the college.
The schedule for this year’s Call Center Management Training follows:
Jan. 22-24, 2013 - Orlando, FL at the Embassy Suites
Feb. 26-28, 2013 - Scottsdale, AZ at McKesson Specialty Health
Mar. 26-28, 2013 - Greensboro, NC at Lincoln Financial Group
May 14-16, 2013 - Minneapolis/Eden Prairie, MN at GE Capital Fleet Services
June 11-13, 2013 - Cincinnati/Mason, OH at EyeMed Vision Care
Aug. 6-8, 2013 - San Francisco, CA (News - Alert) at a Business Centers
Sept. 10-12, 2013 - Hamilton, NJ at AAA Mid-Atlantic
Oct. 8-10, 2013 - Chicago, IL at American Medical Association
Nov. 4-8, 2013 - Las Vegas, NV at Call Center Campus Week
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Stefanie Mosca