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Call Center Performance Management Certification

Date : September 24-24, 2010
Location : Indianapolis Power and Light
Address:One Monument Circle, Indianapolis, IN 46204
Price : $690.00
Notes : Dress is business casual. A complimentary breakfast and lunch are provided.

Click here for the map.

CLASSES START AT 8:30 AM - 5:00 PM

Click here to see Call Center FAQ




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


View Course Outline

Tips:

You will be responsible for confirming your own lodging needs. Hotels close to the area are:

Indianapolis Marriott Downtown
350 West Maryland Street
Indianapolis, Indiana 46225 USA
Phone: 1-317-822-3500

Hilton Garden Inn Indianapolis Downtown
10 East Market Street, Indianapolis,
Indiana, USA 46204
Tel: 1-317-955-9700

Embassy Suites Indianapolis - Downtown
110 West Washington Street, Indianapolis,
Indiana, United States 46204
Tel: 1-317-236-1800
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

Copyright 2010 CCCE  
The College of Call Center Excellence CCCE
SHOPPING CART
Call Center Management Certification - 03/09/10 - 03/12/10 Austin, TX - plus tour of Austin, 311 Center
Options : None
Unit Price : $1995.00
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Call Center Management Certification - 04/20/10 - 04/23/10 Phoenix, AZ - (American Family Mutual Ins. Facility)
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Call Center Management Certification - 05/12/09 - 05/15/09 Chicago, IL Plus tour of AMA Call Center
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Call Center Management Certification - 05/18/10 - 05/21/10 Chicago, IL Plus tour of AMA Call Center
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Call Center Management Certification - 06/08/10 - 06/11/10 Minneapolis, MN plus tour of GE Call Center
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Call Center Management Certification - 06/16/09 - 06/19/09 Minneapolis, MN
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Unit Price : $1995.00
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Call Center Management Certification - 07/21/09 - 07/24/09 Seattle, Community Health Plan of Washington
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Unit Price : $1995.00
Quantity : 1
Total : $1,995.00
 
Call Center Management Certification - 09/21/10 - 09/24/10 Indianapolis Power and Light
Options : None
Unit Price : $1995.00
Quantity : 1
Total : $1,995.00
 
Call Center Management Certification - 10/12/10 - 10/15/10 Atlanta, GA
Options : None
Unit Price : $1995.00
Quantity : 1
Total : $1,995.00
 
Online Course :: Call Center Analytics and Reporting
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Unit Price : $199.00
Quantity : 1
Total : $199.00
 
Online Course :: Call Center Analytics and Reporting
Options : None
Unit Price : $129.00
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Online Course :: Call Center Call Quality Monitoring and Coaching
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Online Course :: Call Center Caller Satisfaction Measurement
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Online Course :: Call Center Caller Self-Service
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Online Course :: Call Center Human Resource Management
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Online Course :: Call Center IT Management
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Online Course :: Call Center IT Management
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Unit Price : $129.00
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Online Course :: Call Center Knowledge Management
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Unit Price : $199.00
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Online Course :: Call Center Knowledge Management
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Unit Price : $129.00
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Online Course :: Call Center Organizational Leadership
Options : None
Unit Price : $129.00
Quantity : 1
Total : $129.00
 
Online Course :: Call Center Performance Benchmarking
Options : None
Unit Price : $129.00
Quantity : 1
Total : $129.00
 
Online Course :: Call Center Workforce Management
Options : None
Unit Price : $129.00
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Online Course :: Management Certification Live OnLine Package
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Unit Price : $1699.00
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Total : $1,699.00
 
Online Course :: Management Certification On Demand Package
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Unit Price : $995.00
Quantity : 1
Total : $995.00
 
Operations Management Certification - 03/11/09 Austin, 311 Center
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Operations Management Certification - 04/22/10 Phoenix, AZ
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Operations Management Certification - 04/23/10 Phoenix, AZ
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Operations Management Certification - 05/20/10 Chicago, IL
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Operations Management Certification - 06/10/10 Minneapolis, MN
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Operations Management Certification - 09/23/10 Indianapolis Power and Light
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Operations Management Certification - 10/14/10 Atlanta, GA
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
People Management Certification - 03/09/10 Austin, 311 Center
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
People Management Certification - 04/20/10 Phoenix, AZ
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
People Management Certification - 05/18/10 Chicago, IL
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
People Management Certification - 06/08/10 Minneapolis, MN
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
People Management Certification - 09/21/10 Indianapolis Power and Light
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
People Management Certification - 10/12/10 Atlanta, GA
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Performance Management Certification - 03/12/10 Austin, 311 Center
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Performance Management Certification - 05/21/10 Chicago, IL
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Performance Management Certification - 06/11/10 Minneapolis, MN
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Performance Management Certification - 09/24/10 Indianapolis Power and Light
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Performance Management Certification - 10/15/10 Atlanta, GA
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 03/10/10 Austin, 311 Center
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 04/21/10 Phoenix, AZ
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 05/19/10 Chicago, IL
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 06/09/10 Minneapolis, MN
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 09/22/10 Indianapolis Power and Light
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Technology Management Certification - 10/13/10 Atlanta, GA
Options : None
Unit Price : $690.00
Quantity : 1
Total : $690.00
 
Subtotal : $39,096.00