THE DATE: Thursday 16th June 2016
THE LOCATION: Manchester
THE DESCRIPTION: This one day workshop has been designed to provide an overview of the requirements for a leader responsible for leading a contact centre operation
This engaging and practical workshop will include:
- An overview of the industry and its evolution
- Understand the key challenges of running a call centre operation
- Identify the key responsibilities and areas of focus required of a manager in this environment
- Outline the basic operational functions of a call centre
- Identify the most common contact centre performance measures, targets and KPIs
- Understand how to create the culture the engages your advisors and delivers a positive, performance driven operation
- Identify the most important actions that you can take to contribute to call centre operations in a positive way
Who is this course suitable for: This one day course is suitable for Contact Centre Managers who are new to contact centres or for Team Managers who are looking to take the next step in their career.
Cost is £295 + VAT per delegate (£245 + VAT for CCMA Members).
THE ORGANISERS: CCMA
THE WEBLINK: http://www.ccma.org.uk/professional-development/open-training-courses/an-introduction-to-contact-centre-management-one-day-course-2/
Author: Rachael Trickey
Published On: 1st May 2016 - Last modified: 20th Nov 2018
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