This course will prepare you for a role as a call center manager, covering everything needed to make a contact center operate successfully.
- This course can be taken on either a PC or Mac.
- PC: Windows 8 or later.
- Mac: macOS 10.10 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
- Adobe Acrobat Reader.
- Software must be installed and fully operational before the course begins.
- Email capabilities and access to a personal email account.
Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.
Today's call centers are built around several customer success channels, and managing these centers has become increasingly complex. This course will prepare you for a role as a call center manager. You will gain the skills needed to ensure your call center operates efficiently, including employee supervision, quality assurance, and workforce management.
- Contact Center Basics
- The Power of One
- First Class Phone Skills
- Managing Challenging Callers
- Live Chat Essentials
- Email Essentials
- Social Media Customer Service
- Successful Sales
- Call Center Supervision Essentials
- The Art of Coaching
- Sales Coaching for Supervisors
- Successful Team Leadership
- Meet Performance Goals
- Call Center Time Management
- Quality Assurance
- WFM – Introduction
- WFM - Forecasting
- WFM - Scheduling
- WFM - Intraday Management
- WFM - Skill Based Routing
- WFM - Expert Communication Skills
What you will learn
- The departmental functions within contact centers and the metrics associated with performance
- How to structure phone, email, chat and social media conversations for consistently positive outcomes
- The essentials for supervising and leading call center teams, including performance management, time management, and coaching techniques
- How to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs, and interaction analytics programs
- The workforce management process, including an in-depth understanding of forecasting, scheduling, intraday management, and skill-based routing
How you will benefit
- An operational understanding of contact centers and key metrics is essential to a successful career in call center management
- Call center managers should understand the agent's role and be aware of the best practices for handling customer contacts across channels to best support their contact centers
- Contact centers rely on teams and supervisors who lead them. It is critical for contact center managers to have a firm understanding of the roles and responsibilities of a call center supervisor
- Quality assurance and workforce management knowledge will empower you to communicate the needs of the business effectively
This is not an instructor facilitated course; however, support will be provided through email, online forms, and phone.