Call Center Management Certification
| Date | : |
November 02-05, 2010 Download Brochure: Call Center Training Course Denver, CO |
| Location | : | Denver, CO Plus tour of American Family Insurance |
| Address | : | 9510 Meridian Blvd, Denver CO 80112 |
| Price | : | $1,995.00 |
| Notes | : |
: the course will be held at AMFAM facility located at: 9510 Meridian Blvd Denver CO 80112 Each session begins at 8:30 AM and adjourns between 4:30 and 5:00 PM on Tuesday, Wednesday and Thursday. On Friday, class will begin at 8:30 AM and will conclude before noon. 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:
You will be responsible for confirming your own lodging needs. Hotels close to the location are:
Embassy Suites Denver - Tech Center
10250 East Costilla Avenue, Centennial,
Colorado, United States 80112
Tel: 1-303-792-0433
Fax: 1-303-792-0432
Hilton Garden Inn Denver South/Meridian
9290 Meridian Boulevard, Englewood, Colorado,
USA 80112
Tel:1-303-824-1550
Courtyard Denver South/Park Meadows Mall
8320 S Valley Hwy
Englewood, Colorado 80112 USA
Phone: 1-720-895-0300
Fax: 1-720-895-0301
Sales: 1-720-895-0148
Sales fax: 1-720-895-0301
Please contact Jimmy Cortes if you need the names of other hotels in the area, or for any other information. We look forward to meeting you, and helping you create a more productive call center.
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 |
