An Introduction to Contact Centre Management One Day Course

This one day workshop has been designed to provide an overview of the requirements for a leader responsible for leading a contact centre operation

 

This engaging and practical workhop will include:

  • An overview of the industry and its evolution
  • Understand the key challenges of running a call centre operation
  • Identify the key responsibilities and areas of focus required of a manager in this environment
  • Outline the basic operational functions of a call centre
  • Identify the most common contact centre performance measures, targets and KPIs
  • Understand how to create the culture the engages your advisors and delivers a positive, performance driven operation
  • Identify the most important actions that you can take to contribute to call centre operations in a positive way

 

Who is this course suitable for: This one day course is suitable for Contact Centre Managers who are new to contact centres or for Team Managers who are looking to take the next step in their career.

Cost is £299 + VAT per delegate (£249 + VAT for CCMA Members).

 

Locations and dates:

 

London: 23rd January 2018

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