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LinkedIn Learning

Managing a Customer Contact Center

via LinkedIn Learning

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Overview

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Leverage the new developments facing contact centers to set up your organization for success. Learn how to plan your resources effectively, leverage quality metrics, and more.

Syllabus

Introduction
  • Managing a customer contact center
1. Navigating the Dynamic Contact Center Environment
  • Trends shaping today's contact centers
  • Maximize impact and value
  • Customer access strategy
  • Three driving forces in contact centers
  • Definition of contact center management
2. Effective Resource Planning
  • Introduction to contact center planning
  • Accessibility: Service level and response time
  • Forecast the workload
  • Calculate base staff
  • The immutable laws
  • Effective scheduling
  • Long-term staffing plan
  • Real-time management
3. Maximize Contact Center Quality and Performance
  • Principles of contact center quality
  • The contact center process
  • Quality tools and methodologies
  • Measures and objectives for the contact center
  • Measures and objectives for agents
  • Monitor and coach
  • Key technology developments
  • Enable a supporting culture
Conclusion
  • The contact center's emerging role

Taught by

Brad Cleveland

Reviews

4.7 rating at LinkedIn Learning based on 919 ratings

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