People Management Certification
| Date | : | May 18-18, 2010 |
| Location | : | Chicago, IL |
| Price | : | $690.00 |
| Notes | : | the course will be held at the American Medical Association call center located at 515 North State Street Chicago, IL. Tour: This course will include a tour of AMAs call center Dress is business casual. A complimentary breakfast and lunch are provided. The local hotels include the Embassy Suites located at 600 N. State Street, Chicago, IL., 312-943-3800 and the Hilton Garden Inn at 10 E. Grand Avenue, Chicago, Illinois, United States, 60611, 312-595-0000 both of which are across the street from the AMA. |
Course Agenda:
This is a one day course which will give you a certificate in Call Center People Management upon completion.
Human Resource Management topic covered:
-Hiring New Agents
-Training Agents
-Agent Compensation
-Call Center Communications
-Agent Satisfaction Measurement
-Agent Turnover
-Stress Management
-Reward, Recognition, Motivation
-Conclusions
Organizational Leadership topics:
-Strategy Alignment
-Strategic Goal Setting
-Leadership Styles, Approaches and Assessment
-Organization Design
-Change Management
Workforce Management:
-Resource Planning
-Scheduling
-Intraday Adjustments
-Working the Control Tower
-Analytics and Metrics to Manage Optimizing
-Organization of the Workforce Management Team
-Workforce Management Software Tools
-Workforce Management Solution Providers
Taught by the industry’s top-rated instructors, this course will equip you with the skill set to improve your call center's performance on a continual basis. You will be able to measure and present real progress for your center using best practices methods validated by the nation’s premier call center institute: The Center for Customer-Driven Quality at Purdue University. At the completion of this course you will receive a certificate from the College, and are eligible for Continuing Education Units from Purdue University. You will receive a comprehensive workbook perfect for taking notes as you follow the course AND perfect for easy reference when you are applying your new skills at work. Share experiences with your peers and return home with valuable “take aways” that will make you a better, more complete manager
Companies who have previously attended our course:
| IBM | State of Georgia | Pitney Bowes |
| Booz Allen Hamilton | McKesson | Bank of America |
| Sierra Health | Boeing | Medtronic |
| Verizon | John Deere | at&t |
| Perrier | Urban Outfitters | Nestle |
| AAA Clubs | Harris Bank | Nationwide |
| Hilton | Fujitsu | Cablevision | Principal Financial Group | Hyatt | Mazda |
