March 5, 2014

Management Certification Training and Exclusive Site Tour at in Atlanta, GA

BenchmarkPortal will be hosting a certification training workshop for call center managers at in Atlanta, GA, April 15-17, 2014. Attendees will receive an exclusive tour of the AutoTrader call center, which is known for its innovative design and employee engagement programs. This is a BenchmarkPortal Center of Excellence site tour that shouldn’t be missed. The certification workshop is composed of information-rich modules that offer lectures, discussions and learning activities in the form of case studies that examine practical problem solving and current best practices. Originally developed by Dr. Jon Anton of Purdue University, the curriculum has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and BenchmarkPortal’s staff of industry experts.

The course focuses on specific areas of call center management that 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 benchmarking.

Small class size allows for one-on-one interaction with the instructors, as well as networking opportunities with colleagues and industry peers. Participants also leave with “take aways” that are meant to enable them to make a real difference in their centers.

For more information about this training, visit our website here: Call Center Training Management Certification >>

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