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Mail : info@EncartaLabs.com
EncartaLabs

Contact Centre Management

( Duration: 3 Days )

The Contact Centre Management training course will provide the skills and knowledge required to effectively manage a contact centre/call centre. Particular emphasis is on the development of strategies to facilitate and promote learning, and to monitor and improve learning performance. You will learn to lead and manage continuous improvement systems and processes as well as develop strategies to manage organisational systems with a contact centre environment.

COURSE AGENDA

1

Create learning opportunities

2

Identify learning needs

3

Implement learning plans

4

Facilitate and promote learning

5

Monitor and improve learning effectiveness

6

Lead continuous improvement systems and processes

7

Monitor and adjust performance strategies

8

Management opportunities for further improvement

9

Plan to meet internal and external customer requirements

10

Ensure delivery of quality products and services

11

Monitor, adjust and review customer service

12

Identify organisational strategic direction

13

Establish performance targets

14

Develop a sales plan for a product

15

Identify support requirements

16

Monitor and review sales plan

17

Plan sales operations

18

Direct sales team

19

Evaluate sales team performance

20

Analyse contact traffic data

21

Review forecasting and planning

22

Plan labour requirements

23

Reprogram multichannel system software

24

Produce system reports

25

Manage multichannel system faults

26

Organise learning to use information or knowledge management system

27

Manage use of information or knowledge management system

28

Policies and procedures

29

Review use of information or knowledge management system

30

Plan the oversight of a multicentre

31

Monitor, adjust and review multicentre

32

Review service

33

Establish team performance plan

34

Develop and facilitate team cohesion

35

Facilitate teamwork

36

Liaise with stakeholders

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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