Details
This course is designed for Team Leaders and Supervisors who are interested in improving operations management in their Contact Centre.
Seminar Objectives:
The Operations Management for Team Leader program is designed to equip mid management with a comprehensive understanding of the Contact Centre environment, operations, KPIs and key planning processes inherent in the Contact Centre environment. We focus on how Team Leaders can help the Centre achieve its objectives, both through their own efforts an those of their Agents.
Topics covered include establishing and managing Service Level and Response Time metrics, managing Wait Time in real time, understanding the full range of Contact Centre metrics and interrelationships, forecasting and scheduling and understanding queuing dynamics.
Outline
This course is designed for Team Leaders and Supervisors who are interested in improving operations management in their Contact Centre.
Seminar Objectives:
The Operations Management for Team Leader program is designed to equip mid management with a comprehensive understanding of the Contact Centre environment, operations, KPIs and key planning processes inherent in the Contact Centre environment. We focus on how Team Leaders can help the Centre achieve its objectives, both through their own efforts an those of their Agents.
Topics covered include establishing and managing Service Level and Response Time metrics, managing Wait Time in real time, understanding the full range of Contact Centre metrics and interrelationships, forecasting and scheduling and understanding queuing dynamics.
Course Material: A Participant Guide including course material, exercises and articles is included.
Venue: OmniTouch Centre of Service Excellence, 530A Geylang Road Singapore 389486
Speaker: Daniel Ord
Certification test is chargeable at SGD100.00 exclusive of 7% applicable taxes.
Speaker/s
Founder & Strategic Advisor
Daniel Ord is the Founder of the OmniTouch International group.
Daniel, an American national, brings over 30 years of senior experience in Service Quality Management, Training and Research.
Based in Singapore, at OmniTouch's Centre of Service Excellence, Daniel is an Associate Trainer at the Singapore Civil Service College, Contact Centre Champion for Singapore 2011, Publisher of the OmniTouch Journal and key development lead on OmniTouch Management, Team Leader and Frontline Certification.
An acclaimed international speaker and facilitator, Daniel has engaged audiences at industry events and conferences in Australia, Bahrain, Belgium, China, Cyprus, Germany, Greece, Hong Kong, India, Indonesia, Malaysia, New Zealand, the Philippines, Russia, Singapore, Sri Lanka, Turkey and the US. Wherever Daniel speaks, he is known to inspire change and convey complex concepts in a practical engaging manner.
Most importantly, Daniel guides a Team of Service professionals in the delivery of insights and inspiration to organizations around the world.
The ultimate aim is simple - Helping our Clients create great Experiences for their Customers.
Special Offer
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
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