Call Center Management Certification
| Date | : | March 09-12, 2010 |
| Location | : | Austin, TX - plus tour of Austin, 311 Center |
| Address | : | 1520 Rutherford Lane, Bldg.4, Austin, TX 78753 “To Access the building, please dial 311” |
| Price | : | $1,995.00 |
| Notes | : | Dress is business casual. |
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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 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
Tips:
Hotels close to the location are:
BUDGET HOTELS:
Drury Inn - 1.48 miles away
6711 N I H 35, Austin, TX 78752 US Website (512) 467-9500
Courtyard-Austin Central - 2.03 miles away
5660 N Interstate 35, Austin, TX 78751 US Website (512) 458-2340
Hampton Inn Austin-Arboretum/Northwest - 5.18 miles away
3908 West Braker Lane, Austin, TX 78759 US Website (512) 349-9898
SUITE HOTELS:
Hawthorn Suites - 1.49 miles away
935 La Posada Dr, Austin, TX 78752 US Website (512) 459-8351
Fairfield Inn & Suites - 1.98 miles away
959 Reinli Street, Austin, TX 78751 US Website (512) 302-5550
FULL SERVICE HOTELS:
Crowne Plaza Hotel Austin - 1.65 miles away
6121 North Ih 35, Austin, TX 78752 US Website (877) 410-6681
Doubletree-Club University - 5.02 miles away
1617 N I H 35, Austin, TX 78702 US Website (512) 479-4000
Renaissance-Austin - 5.58 miles away
9721 Arboretum Blvd, Austin, TX 78759 US Website (512) 343-2626
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 |
