BenchmarkPortal will be hosting a certification training workshop for call center managers
at AutoTrader.com 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 >>
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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