Join us for all 11 classes in the Operations/Business Management track and hear all aspects of how to run your call center like a business. 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:
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: $2,750 for all 11 seminars
(an $550 savings from single course price)
An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.
This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
