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Contact Centre Operations Fundamentals - Virtual Workshop

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Event description
You will gain a better understanding of these pillars, how they relate to each other, how to measure and manage their efficiencies.

About this event

A contact centre is a vital part of today’s successful businesses. Everyone interacts with customers through various mediums – phone, email, social media, but very few organizations operate a fully optimized contact centre.

The fundamentals of contact centres are built on the five pillars of ‘Strategy’, ‘People’, ‘Process’, ‘Technology’ and Facilities’. Managing an efficient and effective contact centre requires harmony between all these pillars (how they operate and how they impact each other).

This 1-day workshop, provides better understanding of these pillars, how they relate to each other, how to measure and manage their efficiency and effectiveness, and finally how to optimize the operations based on the overall direction of the organization. You’ll discover why contact centers are increasingly becoming “mission critical” as hubs of communication between customers and your organization, as well as how your customers’ expectations are changing the roles of contact centers

Course content covers tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, and leadership.

To build relevant, actionable context into course learnings, this workshop includes a simplified assessment survey which benchmarks attendees’ contact centres against best-in-class organizations. With the results of this survey, participants can focus on the key areas for improvement and create a customized improvement plan for their centres.

Objectives

  • Understand the importance and value of a contact center and the related processes
  • Manage operational performance and foster a productive team cultural and moral
  • Determine and implement the right KPIs for individual contact centres
  • Building an improvement plan to bring individual contact centers to the next level

For more information, visit us here.

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Date and time

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Contact the organizer to request a refund.

Eventbrite's fee is nonrefundable.

Organizer CSPN

Organizer of Contact Centre Operations Fundamentals - Virtual Workshop

CSPN helps individuals and organizations achieve their business goals and set new standards through professional development, customized solutions and a powerful, expert network.

Our highly engaging and industry recognized customer service and leadership and designation training programs help individuals and organizations drive customer and employee engagement levels leading to personal achievement and business success.

Offering public training sessions and customized on-site solutions, our team of customer service experts and dynamic facilitators work with you to identify your needs, address your challenges and guide you to out-shine your competition by delivering consistent world class customer service.

CSPN offers public workshops, call centre assessments and customized solutions throughout Canada, Southern Ontario, and in the GTA including Toronto, Mississauga and York Region. CSPN is a government approved Canada-Ontario Job Grant training provider.

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