Call Center Performance Management Certification
| Date | : | April 23, 2010 |
| Location | : | Phoenix, AZ - (American Family Mutual Ins. Facility) |
| Price | : | $690.00 |
| Notes | : |
: the course will be held at AmFam Insurance facility located at: 225 N. 45th Street, Phoenix, AZ 85034 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. Dress is business casual. You will be responsible for confirming your own lodging needs. Hotels close to the location are: (New Facility) Hyatt Place Scottsdale/Old Town 7300 East Third Avenue Scottsdale, AZ 85251 (480) 423-9944 Fax: (480) 675-5240 Distances: Airport to Hotel 9 Miles Hotel to Office 6 Miles Amenities: Includes free Continental Breakfast Includes free high speed internet access. Radisson Phoenix Airport South 3333 E. University Drive Phoenix , AZ 85034 (800) 333-3333 Fax: (602) 470-1612 Distances: Hotel to Office 4 Miles Hotel to Airport 3 miles Complimentary wireless high speed internet, free airport shuttle. 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 Performance Management upon completion.
Analytics and Reporting topics:
-Introduction to analytic tools
-Designing Effective Reports
-Corporate Information Needs
-Types of Reports
-Collecting Key Customer Data
-Managing by the Numbers
-Customer-Driven Change
-Call Center Performance Evaluation
-Conclusions
Performance Benchmarking topics:
-Introduction to Benchmarking
-Call Center Benchmark Metrics
-Performance Gap Analysis
-Implementing Improvement Initiatives
-Call Center Certification
-Call Center Benchmarking Solution Providers
-Conclusions
Plus tour of call center mentioned above
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
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 |
