Call Center Management Certification Training Course

Available from BenchmarkPortal , LLC

The College of Call Center Excellence offers one of the most highly regarded Call Center Training programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These courses will equip you with the skill set that you need to improve your call center's performance. You will be able to return to your business and drive effective change for your contact center using best practice methods validated by the nation's premier call center institute: The Center for Customer-Driven Quality.

Our Call Center Management Certification course is composed of ten information-rich modules that include learning activity "case studies" that focus on practical problem solving and current call center best practices. The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their staff of industry experts. Typically participants include Call Center Managers, Directors and Vice Presidents.

Call Center Management Certification Training Course Agenda:

Organizational Leadership
Human Resources
Quality Monitoring and Coaching
Customer Satisfaction
The Basics of Call Center Workforce Management
Call Center IT Management
Knowledge Management
Caller Self-Service
Analytics & Reporting

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