For staff to perform to their maximum potential, it’s important for each person to understand the context in which their job is performed. In this seminar, frontline staff will learn all about call center operations and where they fit in the big picture of service and operations. Learn about the demographics of call centers today and how the profession has expanded. Explore the most important call center operational functions and hear about the “what” and “why” of call center performance expectations.
Seminar attendees will learn to:
- Describe the current call center profession and its many career possibilities.
- Describe the various types of call centers and their purposes.
- Outline the eight basic operational functions of a call center.
- Identify the most common call center performance measures and how it impacts individual expectations.
- Identity the single most important actions agents can take to contribute to call center operations in a positive way.
Price: $50 (Single-user, 30-day license)
