Call Center Management Certification
| Date | : |
October 12-15, 2010 Download Brochure: Call Center Training Course Atlanta, GA |
| Location | : | Atlanta, GA plus tour of the Governor`s Office of Customer Service and the City of Atlanta Department of Watershed Management |
| Address | : | James H. “Sloppy” Floyd Building 2 Martin Luther King Jr. Drive, S.W. Atlanta, Georgia 30334 |
| Price | : | $1,995.00 |
| Notes | : |
This course will be held at their new training facility located at: James H. \"Sloppy\" Floyd Building 2 Martin Luther King Jr. Drive S.W. Atlanta, Georgia 30334 Room number 1702 Dress is business casual. A complimentary breakfast and lunch are provided. CLASSES START AT 8:30 AM - 5:00 PM 
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The course is composed of ten information-rich modules that include lecture, discussion and learning activity "case studies" that focus on practical problem solving and current 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. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and Telecommunications).
We provide complete course documentation for each attendee. You will receive a comprehensive workbook with over 100 pages and a sample case study - a document for easy reference when you are applying new skills at work. Participants return home with "take aways" that will make a real difference to them and their centers.
The Management Certification course has drawn consistent praise from attendees; our alumni network is our best source of referrals and testimonials.
As an alumnus or alumna of the program, you become part of the BenchmarkPortal on-line community, and are entitled to a complimentary Benchmarking Report and webex-style "read-out" of your benchmarking results with your College instructor, following the course. Managers love the combination of interactive classroom work plus personalized focus on individual needs and challenges - - an approach which is unique to BenchmarkPortal's College of Call Center Excellence!
Course Agenda:
Here's a 3 1/2 day solution that will immediately improve your overall call center management skills.
Day 1:
• Organizational Leadership
• Human Resources
Day 2
• Quality Monitoring & Quality
• Customer Satisfaction
• The Basics of WFM Forecasting & Scheduling for Center Management
Day 3
• Call Center Technologies
• Technology Enabled Processes
• Knowledge Management
Day 4
• Analytics & Reporting
• Benchmarking
• Tour of Host Center
Tips:
Here are some hotels in the area:
Embassy Suites Hotel Atlanta
Centennial Olympic Park 267 Marietta St.
Atlanta, GA 30313
(404) 223-2300
ATLANTA HOLIDAY INN
101 A. YOUNG INTERNATIONAL BLVD
ATLANTA, GA 30303
404.524.5555
OMNI HOTEL
CNN CENTER 100 CNN Center
Atlanta, Georgia 30303
Phone: (404) 659-0000
Fax: (404) 525-5050
Hampton Inn & Suites
Atlanta Downtown Hotel 161 Spring Street NW
Atlanta, Georgia 30303
Phone: (404) 589-1111
Fax: (404) 589-8999
Toll Free: 1-800-HAMPTON
The Westin Pachtree Plaza
Atlanta 210 Peachtree St
Atlanta, Georgia 30303
United States
Phone: (404) 659-1400
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 |
| 3M | American Family Insurance | TD Ameritrade |
