Call Center Workforce Management Certification

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

Human Resource Management topic covered:
-Hiring New Agents
-Training Agents
-Agent Compensation
-Call Center Communications
-Agent Satisfaction Measurement
-Agent Turnover
-Stress Management
-Reward, Recognition, Motivation
-Conclusions

Organizational Leadership topics:
-Strategy Alignment
-Strategic Goal Setting
-Leadership Styles, Approaches and Assessment
-Organization Design
-Change Management

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