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Call Center Management: Tools and Insights to Excel
Learn the secrets of successful call centers. Gain expertise in channel strategy, scheduling, technology, and leadership to excel in this dynamic industry.
Created By :
1h
24m
English
Last updated :
8/2024
Author,
Keynote Speaker,
Customer Service Evangelist,
1,150 Students Globally
1 Courses
Full lifetime access
Access on laptop, tablet and mobile devices
Certificate of completion
What you'll learn
Overview
This course is specifically designed to cater to the needs of individuals who are currently working as Team Leaders, Supervisors, or Managers in call centers or contact centers, as well as those who aspire to hold such positions in the future. It offers a comprehensive coverage of various fundamental aspects that are crucial for success in these roles. These aspects include channel strategy and execution, scheduling, technology, and leadership. By enrolling in this course and completing it, you will not only gain valuable knowledge and skills, but also feel more mentally prepared to excel in your current role or the role you are aspiring to achieve.
Channel Strategy and Scheduling
The course aims to provide a deep understanding of the intricacies involved in managing a team in successful call centers or contact centers. It delves into the importance of developing effective channel strategies to maximize customer satisfaction and optimize operational efficiency. Additionally, it explores the nuances of scheduling, ensuring that the right resources are allocated at the right time to meet customer demands.
Call Center Technology
Moreover, the course emphasizes the significance of appropriate technology in advanced call centers or contact center landscape. It covers the latest advancements in communication tools and software, equipping participants with the necessary knowledge to leverage technology for enhanced productivity and customer service.
Leadership
Furthermore, the course places a strong emphasis on leadership skills. It delves into the qualities and attributes that make a successful leader in a call center or contact center setting, such as effective communication, problem solving, and decision making. Participants will learn how to motivate and inspire their teams, fostering a positive and productive work environment.
By enrolling in this course, you are taking a proactive step towards professional growth and advancement. The knowledge and skills acquired through this comprehensive program will not only benefit you in your current role but also pave the way for future career opportunities.
Whether you are already a Team Leader, Supervisor, or Manager, or aspire to hold such positions, this course will provide you with the necessary tools and insights to excel in the dynamic and challenging call center or contact center industry.
Who this course is for
First time Team Leads, Supervisors and Managers and those that strive to be.
Requirements
No course requirements.
Testimonials
Course Content
8 Sections 45 Lectures 1h 24m total length
Subjects of Expertise
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