Call Center Operations Management Certification

Course Agenda:
This is a one day course which will give you a certificate in Call Center Operations Management upon completion.

Quality Monitoring & Quality Assurance topics:

-Introduction to Call Monitoring and Coaching
-Call Recording
-Call Monitoring, Scoring and Evaluating
-Agent Coaching
-The Emerging Model
-Call Evaluation Outsourcing
-ROI Considerations

Customer Satisfaction Topics:

-Introduction
-Survey Design
-Survey Fielding Data Collection Methods
-Survey Analysis
-Change Initiative Execution
-Driving Change Throughout Organization
-Most Caller Satisfaction Programs Don't Have an Impact
-Quantifying the Value of Customer Satisfaction
-ROI Approaches for Customer Satisfaction Initiatives

The Basics of Workforce Management Forecasting & Scheduling for Center Management

-Resource Planning
-Scheduling
-Intraday Adjustments
-Working the Control Tower
-Analytics and Metrics to Manage Optimizing
-Organization of the Workforce Management Team
-Workforce Management Software Tools
-Workforce Management Solution Providers


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