BenchmarkPortal's Contact Center Quality Assurance Training 2013 Schedule Revealed�When Will You Be Signing Up?
March 11, 2013
By Allison Boccamazzo
, TMCnet Contributing Writer
Today, you simply can’t overstate the importance of the call center; however, there are a plethora of vital aspects that go into making a call center best-of-breed. What if you could gather ‘round to participate in both live and online workshops to gain a deeper understanding of the most crucial and needed elements to build an unstoppable call center strategy? Well, that’s exactly what you get with BenchmarkPortal’s (News - Alert) Contact Center Quality Assurance Certification Training Program.
When it comes to call center certification, BenchmarkPortal is top dog. As a leader in certification, training, consulting and research for the customer contact industry, its BenchmarkPortal’s job is to put its expert team of professionals to practice using a variety of methods – its quality assurance workshops just being one of them.
This year’s workshops come even more complete than before, boasting more in-person locations and new live online workshops to cover all of the bases. These workshops consist of the following hot topics in today’s call center industry:
· Call center strategy
· Crafting/strengthening company culture and behaviors
· Assessment forms
· Call center service
· Call center compliance
· Call monitoring process
· Call center evaluation frequency
· Call center coaching and feedback
· Time management
· Call center technology, and more
At these workshops, participants will gain and understanding of the specific requirements necessary to build a ‘best-in-class’ quality monitoring and assessment process, according to a company statement. In learning how to build a monitoring and quality assessment program that best fits their company’s exact needs – including the center itself, agents and callers – participants will rise to not only meet but exceed their business’ call center goals.
So how exactly will participants learn to do this while attending these workshops? The release continues that participants will further learn…
· How to identify those agent behaviors that provide an excellent customer experience, such as reduce customer effort to solve problems, effectively answer questions and drive brand loyalty.
· The issues of calibration of the assessment and scoring processes.
· How to deliver appropriate recognition and reward for the stakeholders of the process.
· How to use real-life examples and exercises to strengthen strategic imperatives in the call center.
In addition to all of this, BenchmarkPortal takes things one step further by ensuring that participants gain a true, 360-degree view and understanding with small class sizes and expert instructors as based on the company’s long-standing international recognition in the space.
So now it’s time to tackle the big question: when will you be signing up? Check out the entire schedule and calendar for BenchmarkPortal’s Call Center Quality Assurance Certification Training by clicking here.
Edited by Ashley Caputo