Call/Contact Center Management, The essential Guide

Call/Contact Center Management, The essential Guide, available at $49.99, has an average rating of 4.17, with 45 lectures, 3 quizzes, based on 234 reviews, and has 608 subscribers.

You will learn about This course is perfect for new Call (contact) Center Team Leads, Supervisors and Managers. They will learn about Channel strategy and execution, operational excellence, industry technology and developing a technology stack, metrics/KPIs and so much more. This course is ideal for individuals who are First time Team Leads, Supervisors and Managers and those that strive to be. It is particularly useful for First time Team Leads, Supervisors and Managers and those that strive to be.

Enroll now: Call/Contact Center Management, The essential Guide

Summary

Title: Call/Contact Center Management, The essential Guide

Price: $49.99

Average Rating: 4.17

Number of Lectures: 45

Number of Quizzes: 3

Number of Published Lectures: 45

Number of Published Quizzes: 3

Number of Curriculum Items: 50

Number of Published Curriculum Objects: 50

Original Price: $27.99

Quality Status: approved

Status: Live

What You Will Learn

This course is perfect for new Call (contact) Center Team Leads, Supervisors and Managers. They will learn about Channel strategy and execution, operational excellence, industry technology and developing a technology stack, metrics/KPIs and so much more.

Who Should Attend

First time Team Leads, Supervisors and Managers and those that strive to be.

Target Audiences

First time Team Leads, Supervisors and Managers and those that strive to be.

This course if perfect for call/contact center Team Leaders, Supervisors, Managers and those who aim to be. It will provide the basics on everything from Channel strategy and execution, scheduling, technology and leadership. After this course you will feel more mentally equipped to do your job or the job your striving for.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction: A word from Amas

Chapter 2: Intro to Contact Center Management

Lecture 1: The primary Purpose of Your Role

Lecture 2: Stakeholder Management

Lecture 3: Have Your Own Code

Lecture 4: Leadership vs. Management

Chapter 3: Channel Strategy

Lecture 1: Channels Matter

Lecture 2: Response Time

Lecture 3: Availability Time

Lecture 4: Channel Technology

Chapter 4: Channel Strategy Execution

Lecture 1: Customer Insights

Lecture 2: Channel Mapping

Lecture 3: Channel Choice

Lecture 4: Hours of Operation

Lecture 5: Customer Segmentation

Lecture 6: Staffing Your Channels

Lecture 7: Recap

Chapter 5: Operational Excellence

Lecture 1: Goal Setting

Lecture 2: Response time vs Service Level

Lecture 3: Service Level

Lecture 4: Skills Based Routing

Lecture 5: Routing Schema

Lecture 6: Things to Remember

Chapter 6: Technology

Lecture 1: Tech Intro

Lecture 2: ACD

Lecture 3: IVR

Lecture 4: Work Force Management (WFM)

Lecture 5: Quality Management

Lecture 6: Experience Management (XM)

Lecture 7: Customer Relationship Management (CRM)

Lecture 8: Fax Servers

Lecture 9: Dialers

Lecture 10: Knowledge Base

Lecture 11: Digital Response Management

Lecture 12: Email Response Management

Lecture 13: Social Media Response Management

Lecture 14: Artificial Intelligence & Bots, bots and chatbots

Lecture 15: Tech is Personal

Chapter 7: KPIs (Key Performance Indicators)

Lecture 1: Choosing Key Performance Indicators

Lecture 2: Effectiveness

Lecture 3: Scorecard

Chapter 8: People Management

Lecture 1: Recruiting

Lecture 2: Location

Lecture 3: Understanding the Mission

Lecture 4: Control

Lecture 5: Leadership

Instructors

Amas Tenumah
Humanistic Customer Experience

Rating Distribution

1 stars: 8 votes
2 stars: 9 votes
3 stars: 45 votes
4 stars: 82 votes
5 stars: 90 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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