Course OutlineModule 1: The Role of the Supervisor
- Break down what a contact center and contact center management truly mean, focusing on the complexity of the environment and the need for comprehensive skills.
- Explore the key responsibilities of a contact center supervisor and their impact on organizational success.
- Analyze the results of the Competency Self-Assessment to identify personal strengths and areas for improvement.
- Understand the broader influence supervisors have on operational performance, team engagement, and customer satisfaction.
- Develop a plan for ongoing development in key supervisory competencies based on assessment results.
Module 2: The Planning and Management Process
- Examine the relationship between service level & quality, & how to balance these two essential planning & management pillars.
- Apply the Immutable Laws of Staffing – the relationship between Service Level & Occupancy, Pooling Principles, the Power of One, & the Law of Diminishing Returns – to contact center planning & management.
- Implement the 7-step Resource Planning Process to support critical contact center activities including establishing performance objectives, forecasting, calculating staff & shrinkage, organizing schedules, making the case for the staff you need, & managing real-time activities.
Module 3: Collaborating and Advocating
- Understand the importance of cross-department collaboration, specifically with WFM, HR, and IT, to drive operational success.
- Develop strategies for building and maintaining strong internal and external relationships that support your contact center’s goals.
- Learn how to effectively advocate for your contact center within the larger organization, ensuring it receives the necessary resources and support.
- Advocate for your team by highlighting their contributions and ensuring they are equipped to meet business goals.
- Explore techniques for positioning the contact center as a critical part of the organization, emphasizing its value in customer experience and operational efficiency.
Applied Learning Activities: Equips participants with essential skills for balancing key operational priorities like service levels, quality management, and staffing. It focuses on the core competencies required to manage day-to-day contact center operations efficiently and covers key skills such as operations, engagement, metrics, and coaching.
Interactive Experience: Through real-world case studies and scenario-based exercises, participants will have hands-on opportunities to apply what they learn. The course includes templates and calculators that simplify complex operational tasks, ensuring participants leave with actionable insights and strategies.
Immediate Application: Supervisors leave with actionable plans and tools they can apply to optimize contact center operations right away. Comprehensive Toolkit for Immediate Impact: Supervisors will gain access to practical tools, including best practice assessments, a shrinkage calculator, and real-time escalation plans. These resources are designed to be applied immediately in the workplace, helping participants streamline planning, improve decision-making, and optimize team performance. No other contact center training organization supports such a valuable takeaway.