The industry’s highest-rated seminar—attended by more managers than any other call center course.
This powerful two-day course will teach you fundamental principles of effective planning and management; call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing call centers dramatically. While the core principles of managing a contact center are as important as ever, you must know how to apply them in today’s environment.
Whether you are new to customer contact centers, or a veteran in search of reliable refresher, this course will prepare you to deliver services that will maximize business results. You’ll gain practical, proven information and techniques you can apply immediately to meet the needs of your customers, employees, and organization.
Course Topics Include:
- Service Level & Response Time Objectives
- Meeting Customer Expectations
- Accurately Forecasting Workload
- Staffing
- Real-time Management
- Maximizing Quality and Productivity
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"This course is a 'must' for anyone who cares about their customers, staff and the quality of their call centers."
Jacqueline Davis
Customer Service Manager, Essex Dental Benefits
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Who should attend?
Directors, Managers, and Supervisors responsible for management of a call center.
April 20-21
Choose as part of your All-Access (4-day), Premium (3-day) or Main (2-day) Package
Added Bonus! All Symposium registrants have an opportunity to speak one-on-one with an ICMI industry expert. Discuss anything from barriers of implementing new processes to operational challenges.
Reserve your spot today!