Call/Contact Center Management, The essential Guide
What you need to know about Managing a Call/Contact Center
3.85 (177 reviews)
458
students
1.5 hours
content
Jun 2020
last update
$49.99
regular price
What you will learn
This course is perfect for new Call (contact) Center Team Leads, Supervisors and Managers. They will learn about Channel strategy and execution, operational excellence, industry technology and developing a technology stack, metrics/KPIs and so much more.
Why take this course?
This course if perfect for call/contact center Team Leaders, Supervisors, Managers and those who aim to be. It will provide the basics on everything from Channel strategy and execution, scheduling, technology and leadership. After this course you will feel more mentally equipped to do your job or the job your striving for.
Content
Intro to Contact Center Management
The primary Purpose of Your Role
Stakeholder Management
Have Your Own Code
Leadership vs. Management
Channel Strategy
Channels Matter
Response Time
Availability Time
Channel Technology
Channel Strategy Execution
Customer Insights
Channel Choice
Channel Mapping
Hours of Operation
Customer Segmentation
Staffing Your Channels
Recap
Module 3 Knowledge Check
Operational Excellence
Goal Setting
Response time vs Service Level
Service Level
Skills Based Routing
Routing Schema
Things to Remember
Definition Match Game
Technology
Tech Intro
ACD
IVR
Work Force Management (WFM)
Quality Management
Customer Relationship Management (CRM)
Experience Management (XM)
Dialers
Fax Servers
Knowledge Base
Email Response Management
Social Media Response Management
Digital Response Management
Artificial Intelligence & Bots, bots and chatbots
Tech is Personal
Knowledge Check
KPIs (Key Performance Indicators)
Choosing Key Performance Indicators
Effectiveness
Scorecard
People Management
Recruiting
Location
Understanding the Mission
Control
Leadership
Screenshots
Reviews
Koena
August 11, 2023
I have learnt a lot to manage a successful a contact center management, how to channel, making thing simple and leadership.
Arenye
June 17, 2023
The course was very educations . The facilitator really takes his time to expatiate every point which makes the course enjoyable
Franco
January 26, 2023
I would have loved the instructor to focus more on how to provide feedback. I guess I expected too much for a 1.5 hours course.
Justin
May 25, 2022
Some misspellings within the presentation show a lack of quality. While there is some good general information, there are not a lot of hard examples.
Wendy
May 4, 2022
This is going to be both my first time in any kind of management position and I know that call center management is slightly different that the grocery industry I worked in for 16 years. This was a great overall look at what things I need to start focusing on learning.
Friday
May 4, 2022
I think this covered all the Basics for entry level management, This course helped me understand a lot of aspects that I will take with me from here out. Very informative and easy to understand and follow along with. Awesome job!
Laura
April 23, 2021
First the presenter had good presentation skills, he was eloquent and precise.
The learning content was great.
Kash
November 27, 2020
expand of leadership vs management, how to have a balance of the two, what leadership & management look like in a call center
Raj
July 22, 2020
Course is geared towards someone who knows absolutely nothing about managing a call center - basic stuff that you can read up on online. Was hoping to get some best practices at a minimum.
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3219767
udemy ID
6/9/2020
course created date
6/19/2020
course indexed date
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