New workshops launched to help contact centre managers
The Professional Planning Forum has launched a new suite of workshops focusing on specific topics of interest to all contact centre managers, irrespective of their department.
Topics include The Power of One, First Contact Resolution, Driving Efficiency in Your Centre, Home Working and Creating the Agent and Team Leader dashboard.
These workshops are designed to give tangible benefits from each session. It is not just about generating new ideas; it includes practical exercises that can be replicated in your own centre with templates and models to help make change happen.
Designed to challenge their thinking and offer new and relevant ideas and concepts, these workshops are suitable for managers across the centre including Operations Managers, Team Leaders, Planners, Finance Administrators and HR Managers.
John Casey, Director of Professional Development at the Planning Forum explains, ‘Everyone will benefit from these workshops, which will leave people motivated, wanting and able to make a difference on their return to the office.’
‘A key advantage is the fact that these workshops are cross-disciplinary’, continues John. ‘To gain the momentum for real improvement requires co-operation from across the centre and hierarchy. By encouraging managers from different functions to focus on a single issue which we know significantly impacts both customer service and operational efficiency, we have seen how real change can be driven.’
The workshops are single-day intensive events, comprised of a mix of classroom and workshop style sessions. Attendees receive all course materials as well as access to templates and models following the event.
More details about the first five workshops, running from 21st January 2009 are at: http://www.planningforum.co.uk/Default.aspx?tabid=398
- First Contact Resolution (21/1/09) which emphasises its importance and how to measure and improve it within your business.
- The Power of One (22/1/09) which demonstrates very clearly the difference each and every person makes within the centre.
- Overcoming the top five blockages to Home Working (23/1/09) which will clarify whether home working is viable for you and the key steps to take.
- Driving Efficiency in Your Centre which highlights what to look for, where to find it and key steps to address inefficiencies.
- Creating Agent and Team Leader Dashboards which demonstrates a highly effective tool, what to consider and how to present the data to your front line staff.
