Call Center Management Certification
| Date | : | May 17-20, 2011 |
| Location | : | AAA Mid Atlantic, Hamilton NJ (near Philadelphia) |
| Address | : | AAA Mid-Atlantic, 700 Horizon Dr, Hamilton, NJ 08691 |
| Price | : | $1,995.00 |
| Notes | : |
Dress is business casual. A complimentary breakfast and lunch are provided. CLASSES START AT 8:30 AM - 5:00 PM 
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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:
• Organizational Leadership
• Human Resources
Day 2
• Quality Monitoring & Quality
• Customer Satisfaction
• The Basics of WFM Forecasting & Scheduling for Center Management
Day 3
• Call Center Technologies
• Technology Enabled Processes
• Knowledge Management
Day 4
• Analytics & Reporting
• Benchmarking
• Tour of Host Center
Tips:
Hotels close to the location are:
The Hilton Garden Inn
800 US Highway 130
Hamilton, N.J. 08691
Phone 609-5856789
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 |
