presents
Padgett Thompson
a division of Rockhurst University Continuing Education Center
Course Description
This seminar is offered onsite only. The descriptions and outlines specified below are examples of the topics covered in this seminar. Actual seminar content will depend on your organization's needs. Of course, we customize the seminar's content to meet the specific needs of your organization.
Successful Planning Strategies For Improving Call Center Performance
One-Day Seminar:
Meeting Code: PAU
Learn how to set up policies and
procedures in your call center or
customer service department that
will decrease costs, increase
customer satisfaction and improve
the productivity of all your agents
and reps -- even the temps!
What you will cover ...
- Where to begin? Steps every call
center manager needs to take
before starting improvement
processes
- Staff of 1,000 ... staff of 4?
Problems that plague every call
center -- no matter how large or
small and what you can do to
correct them
- How to get buy-in for your plans
from everybody -- from the execs in
the boardroom to the temps on the
phone
- How to determine -- and measure
-- what really counts in your call
center
- Overcoming the sometimes fickle
relationship between high quality
and accessibility
- How to determine what resources
you need -- and steps you can take
to get them
- Benchmarking standards: Which
are reasonable for you -- and which
are just pipe dreams
- Identifying the three performance
management fundamentals: What,
why and when
- Ensuring your measurements are
balanced and fair
- Setting up individual measurement
goals and standards and setting
them up department-wide
Who should attend ...
For call center managers and
directors, customer service
supervisors, quality control
managers or anyone who wants to
learn how to define, measure,
improve and track the performance
of their call centers more effectively
than ever before.
Bring this seminar to your site!
For information about bringing a course to your site please call 1-919-847-0331 or email the registry at
.
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Additional Information:
Please mention the meeting code specified above and BE SURE TO STATE PRIORITY CODE "919-120001-000 -- Training Registry".