November 21, 2013

Kick-Start 2014 With Certification Workshops

2014 Winter/Spring Call Center Training Schedule
 
Workshop Agenda:
  • Organizational Leadership
  • Human Resources
  • Quality Monitoring & Coaching
  • Customer Satisfaction
  • WFM Forecasting & Scheduling
  • Call Center Technologies
  • Call Center Management CertificationTech-Enabled Processes
  • Knowledge Management
  • Benchmarking
  • Self-Service Analytics
Management Certification Dates and Locations:
Workshop Agenda:
  • Creating a Quality Assurance Strategy
  • Positive Culture, Behaviors and Definitions
  • Quality Assessment Forms
  • Service vs. Compliance
  • Call Monitoring Process
  • Evaluation Frequency
  • Art of Coaching
  • Time Management
  • Reward & Recognition Methods
  • Technology
QA Certification Dates and Locations
Workshop Agenda:
  • Gathering Information - The foundation to all workforce management practices
  • Forecasting - Setting the framework for contact center success
  • Planning - Matching supply to demand
  • Optimizing Performance - Real-time adjustments to the plan, forecast and data
  • Analysis - Reviewing the outcomes to determine improvements to the next forecast and plan
  • Change Management - Preparing leaders to lead workforce management change
WFM Certification Dates and Locations:
Workshop Agenda:
  • Review the role, responsibilities, and characteristics of an “ideal” coach.
  • Match management expectations of using call center metrics and the impact on performance.
  • Perform a gap analysis to identify what you have versus what you want in terms of performance.
  • Examine successful verbal communication techniques.
  • Compare and contrast the needs of new stars, rising stars, super stars, and falling stars.
  • Create a strategic plan for all levels of performers to include team building, retention, and motivation.
  • Practice and Application: Review the performance for five agents.
  • Practice and Application: Create a coaching plan to sustain and/or improve performance.
CFP Dates and Locations:
 
Coaching for Performance
Supervisor Certification
Workshop Agenda:
  • Defining & Performing the Supervisor's JobCall Center Supervisor Certification
  • Communication
  • Development Process
  • Feedback
  • Improvement Action Plans
  • Coaching
Course Formats:
  • On-Site Personalized Training
Agent Certification
Workshop Agenda:
  • Complaint Handling BasicsCall Center Agent Certification
  • Active Listening
  • Anger Diffusion
  • Objection Handling
  • Mediation
  • Negotiations
Course Formats:
  • On-Site Personalized Training
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