Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service (web seminar):

This 90-minute web seminar outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. Students will learn the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.

Dates: June 8, October 12

Everything is in place. You’ve forecasted workload according to best practices and created a staffing plan and set of schedules to efficiently match the workforce to the workload. But you know what they say about the best-laid plans. It’s critical to track how well the plan is working every single half-hour of every single day to ensure service goals are being met and employees are being utilized effectively.

This session will outline the process of tracking performance within the day and provide overstaffing and understaffing reaction strategies should the plan go awry.
Students will learn to:

- Identify the components and the process used to track daily performance.
- Outline the steps of a communications plan should changes in staffing be required.
- Identify reaction strategies from both a staffing and technology perspective.
- Outline the many types of intra-day activities that affect staff availability and how to track.
- Identify the most critical measures of intra-day performance and when to use each one.

Price: $300

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.
06/08/2012 10:00 AM
10/12/2012 10:00 AM

*Web seminar times are posted as Central Time.

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