Call Center Management Certification
| Date | : | May 12-15, 2009 |
| Location | : | Chicago, IL Plus tour of AMA Call Center |
| Price | : | $1,995.00 |
| 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. |
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 Topics:
* Organizational Leadership
* Human Resources
* Quality Monitoring & Coaching
Day 2 Topics:
* Caller Satisfaction
* Caller Self-Service
* Workforce Management
Day 3 Topics:
* Call Center IT
* Benchmarking
Day 4 Topics:
* Knowledge Management
* Analytics & Reporting
* Tour of 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 |
