Operations/Business Management - 11 Course Full Track (e-Learning):

This self-paced, 30-module e-Learning program includes the full set of eleven courses that are "business school basics" applied to the call center. Topics include the full array of call center operations and business management topics.

Join us for topics that include workforce management, performance measures, recruiting/hiring, call center technologies, remote agent set-up, strategic planning, financial management, business case development, business process improvement, reporting strategies and building a sales operation. The 11 courses include: (3 modules per course)

Course 1: Introduction to Workforce Management: Understanding Staffing and Scheduling
Course 2: Key Performance Indicators: Managing by the Numbers
Course 3: Making the Match: Recruiting and Hiring Call Center Staff
Course 4: Introduction to Call Center Technology: A Beginner's Guide
Course 5: Telecommuting that Works: Strategies for Utilizing Remote Agents
Course 6: A Winning Vision: Essentials of Strategic Planning for Call Center Leaders
Course 7: Dollars and Sense: Basics of Finance for Today's Call Center Professional
Course 8: Making the Case: Business Case Development and Project Management
Course 9: Business Process Improvement: Six Sigma and Beyond
Course 10: Analytics and Reporting: Developing a Contact Center Reporting Plan
Course 11: Building a Sales Operation: Ten Essential Elements
Price: $1000 (Single-user, 30-day licenses)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122