Managing a Customer Contact Center

Leverage the new developments facing contact centers to set up your organization for success. Learn how to plan your resources effectively, leverage quality metrics, and more.

Introduction

• Managing a customer contact center

1. Navigating the Dynamic Contact Center Environment

• Trends shaping today's contact centers
• Maximize impact and value
• Customer access strategy
• Three driving forces in contact centers
• Definition of contact center management

2. Effective Resource Planning

• Introduction to contact center planning
• Accessibility: Service level and response time
• Forecast the workload
• Calculate base staff
• The immutable laws
• Effective scheduling
• Long-term staffing plan
• Real-time management

3. Maximize Contact Center Quality and Performance

• Principles of contact center quality
• The contact center process
• Quality tools and methodologies
• Measures and objectives for the contact center
• Measures and objectives for agents
• Monitor and coach
• Key technology developments
• Enable a supporting culture

Conclusion

• The contact center's emerging role