Contact Center Management

Module 1: Strategy and Partnerships

• Clarify the strategic role, purpose of the contact center, and identify how the contact center is aligned with and supports organizational strategy and direction.  
• Assess the current value contributions of the contact center and envision how to contribute strategic contact center value. 
• Build a comprehensive Customer Access Strategy (CAS) to guide the strategic direction of the contact center, operational and technology decisions, and the metrics used to monitor and improve performance.  
• Identify and assess key partnerships within the organization and establish a partnership roadmap to guide cross-collaboration and accountability.   

Module 2: Resource Planning

• Assess the impact of Customer Tolerance Factors in your contact center and apply this framework improve the effectiveness of contact center resource planning.  
• Examine the relationship between service level and quality, and how to balance these two essential pillars in planning and management.  
• Apply the Immutable Laws of Staffing – the relationship between Service Level and Occupancy, Pooling Principles, the Power of One, and the Law of Diminishing Returns – to contact center planning and management.  
• Implement the 7-step Resource Planning and Management Process to support critical contact center activities including establishing performance objectives, forecasting, and calculating staff and shrinkage, organizing schedules, making the case for the staff you need, and managing real-time activities.

Module 3: Performance Monitoring & Management

• Apply 5 Metric Categories and 4 Stakeholder Needs to accurately assess and communicate contact center progress and provide a holistic view of strategic and tactical performance.
• Establish real-time management guidelines and responsibilities to support moment-by-moment decision-making and decisive action, and to ensure fast service recovery.  
• Analyze performance scorecards and apply best practice principles to improve performance monitoring and reporting.   

• Contact Center Manager 
• Contact Center Directors

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.