Contact Center Management

Module 1: The Dynamic Contact Center Professional

• Definition of a contact center
• Three levels of value for a contact center
• The customer access strategy
• The contact center profession

Module 2: The Planning and Management Process

• 3 driving forces in the contact center
• 9 step planning and management process
• Service level vs. response time, and guidelines for setting each
• Sources of planning data
• The forecast: the importance of getting it right and two approaches
• Breaking down a forecast
• Impact of emerging channels
• Ten common forecasting problems
• Wrong ways to calculate staff
• Using Erlang C to calculate base staff
• The dynamics of size
• The cost of delay
• 6 immutable contact center laws
• Skills-based routing
• Impact of peaked traffic
• Impact of long calls
• Chat considerations
• Outbound considerations
• Response time calculations
• Resource planning for social interactions
• Rostered Staff Factor and Shrinkage
• Scheduling to the demand curve
• Long-term staffing model

Module 3: Effective Real-Time Management and Recovery

• The moment-by-moment reality of staffing
• 3 key principles for real-time management
• Guidelines for monitoring real-time information
• Developing plans to react in advance
• Intraday forecasting
• Implementing a workable escalation plan
• Common root cause suspects
• Real-time alternatives
• Post-Recovery analysis

Module 4: Improving Quality and Productivity

• 7 important quality principles
• Key customer expectations
• The relationship between service level and quality
• Characteristics of a quality interaction
• The customer interaction process
• Tools for finding and fixing root causes
• Contact center objectives with big payoffs
• Key individual performance objectives
• Things senior managers need to know about contact centers

Module 5: Summary and Next Steps

• Characteristics of leading centers
• The importance of every person
• Tips for personal professional development

• Supervisors
• Managers
• Directors
• Workforce Management personnel 

• Key contact center management principles and practices
• Terms, definitions, and requirements of successful contact center management
• Formulating a plan using the content and tools provided to make positive improvements in your workplace
• Tips for reducing contact center costs and improving your bottom line
• How to meet service levels consistently and measurably
• How to forecast the workload and create schedules that meet the needs of customers and employees
• Strategies for improving performance by choosing the right metrics and goals

List Price: Varies

Course Duration: 2 Days

This is a 2-day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.