Call Center Operations/Business Management Web Seminar Series

Making the Match: Recruiting, and Hiring Call Center Staff (Web Seminar):

This 90-minute web seminar outlines best practices associated with recruiting, screening, and hiring call center staff. Students will learn to do a job task analysis, define selection criteria, advertise openings, and screen/test/interview candidates effectively to ensure the best match for the job.

Dates: March 29

Telecommuting that Works: Strategies for Utilizing Remote Agents (Web Seminar):

This 90-minute seminar outlines best practices for making the most of work-at-home-agents. Create a business case for implementing remote agents and hear about essential operational elements to ensure the success of an at-home program.

Dates: April 12

Operations/Business Management - 11 Seminar Full Track (web seminars):

The Operations/Business Management full series includes a 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.

Introduction to WFM: Understanding Call Center Staffing and Scheduling (Web Seminar):

This 90-minute web seminar provides an overview of workforce management for call center supervisors and managers. Students will learn about the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call center staffing.

Dates: March 15, July 12, November 8

Analytics and Reporting: Developing a Contact Center Reporting Plan (Web Seminar):

This 90-minute web seminar provides best practices on what analytics should be performed in the call center and how results should be reported to call center stakeholders. Students will learn about sources of data, analysis techniques, and options for reporting call center results.

Dates: April 26

Business Process Improvement: Six Sigma and Beyond (Web Seminar):

This 90-minute web seminar outlines the components of business process improvement, using today's popular Six Sigma approach as an example. Students will learn how to define projects, assess and measure current situation, identify solutions, and implement improvement plans.

Dates: April 26

Making the Case: Business Case Development and Project Management (Web Seminar):

This 90-minute web seminar provides an overview of process for developing a sound business case that will help you evaluate pros and cons of a project, perform a solid financial analysis, and reach a sound business decision about call center purchases and projects.

Dates: April 19

Dollars and Sense: Basics of Finance for Today's Call Center Professionals (Web Seminar):

This 90-minute web seminar provides an overview of financial concepts like budgeting components, reading financial statements, developing capital requests, and evaluating cost-justification of purchases by calculating payback period and return on investment. This class will help call center professionals communicate with financial experts.

Dates: April 19

A Winning Vision: Essentials of Strategic Planning for Call Center Leaders (Web Seminar):

This 90-minute web seminar focuses on the elements and structure of a call center strategic plan. Students will learn to develop long-term strategies for the call center that support overall business goals and then develop a short-term tactical plan to make it happen.

Dates: April 12

Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):

This 90-minute web seminar provides an overview of today's call center technologies. Students will learn about call delivery technologies like ACD and IVR, as well as performance management tools like workforce management and quality monitoring.

Dates: April 5

Key Performance Indicators: Managing by the Numbers (Web Seminar):

This 90-minute web seminar outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. Students will also learn how to translate top metrics into effective call center management reports.

Dates: March 22, July 19, November 15

Building a Sales Operation: Ten Essential Elements (Web Seminar):

This 90-minute seminar outlines the ten critical elements that must be in place to maximize telephone sales success. Hear about hiring strategies, training, performance measures, and incentive plans that support the call center’s selling strategy.

Dates: March 29, August 2, November 8

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Call Center Training - Operations/Business Management