Overview
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Leverage the new developments facing contact centers to set up your organization for success. Learn how to plan your resources effectively, leverage quality metrics, and more.
Syllabus
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Introduction
- Welcome
- What you need to know before watching this course
- Trends shaping today's contact centers
- Maximize impact and value
- Customer access strategy
- Three driving forces in contact centers
- Definition of contact center management
- Introduction to contact center planning
- Accessibility: Service level and response time
- Forecast the workload
- Calculate base staff
- The immutable laws
- Effective scheduling
- Long-term staffing plan
- Realtime management
- Principles of contact center quality
- The contact center process
- Quality tools and methodologies
- Measures and objectives for the contact center
- Measures and objectives for agents
- Monitor and coach
- Key technology developments
- Enable a supporting culture
- The contact center's emerging role
- Next steps
