Call Center Workforce Management Certification
| Date | : | October 12-12, 2010 |
| Location | : | Atlanta, GA |
| Address | : | James H. “Sloppy” Floyd Building 2 Martin Luther King Jr. Drive, S.W. Atlanta, Georgia 30334 |
| Price | : | $690.00 |
| 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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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
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
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 |
