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Provided by: Contacts Plus AT&T Certification for ManagersBusiness and Management Skills |
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The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games.
Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you manage your Contact Center.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
How to integrate the contact centre vision into strategy "goal setting formula"
Fundamental of project management in call centre environment
Vendor management selection criteria
Review the competency profiles for effective hiring
Effective reward and recognition programs / Career development and management
Examine the evolution components of the digital revolution
Discuss the benefits and caveats of computer telephone integration , knowledge management, customer relationship management and virtual call routing
The spectrum of self-service personalization & Web site optimization
Customer satisfaction survey design
The benefit of benchmarking your call centre
Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you manage your Contact Center.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
How to integrate the contact centre vision into strategy "goal setting formula"
Fundamental of project management in call centre environment
Vendor management selection criteria
Review the competency profiles for effective hiring
Effective reward and recognition programs / Career development and management
Examine the evolution components of the digital revolution
Discuss the benefits and caveats of computer telephone integration , knowledge management, customer relationship management and virtual call routing
The spectrum of self-service personalization & Web site optimization
Customer satisfaction survey design
The benefit of benchmarking your call centre
Related Jobs or Careers: Contact Center Manager
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Certificate Program
Provided by Contacts Plus
AT&T Certification for Managers
- Strategic and Organizational Leadership
- Human Resource Management and Agent Life Cycle
- Contact Center Technology- The Critical Enabler
- Self Service Access Channels-The Customer Enabler
- Caller Satisfaction Measurement & Management
- Benchmarking
- How to integrate the contact centre vision into strategy "goal setting formula"
- Fundamental of project management in call centre environment
- Vendor management selection criteria
- Review the competency profiles for effective hiring
- Effective reward and recognition programs / Career development and management
- Examine the evolution components of the digital revolution
- Discuss the benefits and caveats of computer telephone integration , knowledge management, customer relationship management and virtual call routing
- The spectrum of self-service personalization & Web site optimization
- Customer satisfaction survey design
- The benefit of benchmarking your call centre
- Human Resource Management and Agent Life Cycle
- Contact Center Technology- The Critical Enabler
- Self Service Access Channels-The Customer Enabler
- Caller Satisfaction Measurement & Management
- Benchmarking
- How to integrate the contact centre vision into strategy "goal setting formula"
- Fundamental of project management in call centre environment
- Vendor management selection criteria
- Review the competency profiles for effective hiring
- Effective reward and recognition programs / Career development and management
- Examine the evolution components of the digital revolution
- Discuss the benefits and caveats of computer telephone integration , knowledge management, customer relationship management and virtual call routing
- The spectrum of self-service personalization & Web site optimization
- Customer satisfaction survey design
- The benefit of benchmarking your call centre
About The Training Provider: Contacts Plus
Contacts Plus - Contacts Plus is a young -spirited organization in Egypt with an ultimate goal to serve the Middle East North Africa (MENA) and Gulf Regions markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying & applying the World Best Practices methodologies and Models in the Arab world.
Our edge is to integrate and harmonize the three business pillars:...
