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Who should attend:
Contact Centre Management, Supervisors, Team Leaders, Quality Assurance, HR, IT, WFM and any role involved in the success of the Centre

Seminar Objectives:

The Contact Centre Operations for Team Leaders & Professionals program was designed to equip mid to senior level participants with the eye-opening knowledge of how Contact Centres ‘work’, what makes them unique and how to measure their success.

Developed by experts in the industry and delivered in more than 20 countries over the past 14 years, this the most accessible, powerful and straightforward program in Contact Centre operations.  Get to the heart of how to bring efficiency and breakthrough thinking to managing your important Customer touchpoints.

Whether you are a Director or VP responsible for Customer Touchpoints, or new Supervisor in your Centre, we deliver the ‘wow’ factor in knowledge and delivery – to help you gain mastery of the environment.

In this course we address how Wait Time metrics (Service Level and Response Time) are the key operational drivers from which staff planning flows and how to calculate and measure them.

We also address all the critical Key Performance Indicators (KPIs) in the Contact Centre environment, their uses and definitions, along with the important interrelationships that exist amongst the KPIs. As we are Research experts, we like to spend a significant amount of time the topics of Quality, Customer Satisfaction and the Customer Experience.

We round out the Program by working through the Forecasting & Scheduling Process closed by a comprehensive discussion on what a Contact Centre ‘is’, the value it brings, and how to better deliver value to the 3 key stakeholders of Customers, Employee and the Organization.

Course Material: A Participant Guide including course material, exercises and articles is included

Venue: OmniTouch Training Centre for Service Excellence, 530A Geylang Road, Singapore 389486

Speaker: Daniel Ord

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Our people – your resource   

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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