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Survey Design & Data Analysis Workshops
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Proven Strategies, Processes & Techniques To Help You
Identify Your Most Significant KPIs
Produce Reliable KPI’s
Consolidate & Interpret Multiple KPIs
Manage Your KPI Framework
Produce Meaningful Reports For Senior Management
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Proven Strategies, Processes & Techniques To Help You
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Design A Customized Assessment Centre Process Including Checklists For All Phases
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| Develop Effective Interview Tools Such As Interview Forms, Scripts, Role-plays & Team Exercises
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| Train All Key Internal Personnel Including Interviewers, Co-ordinators, Role-Players and Team Exercise Assessors
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| Analyze Results To Arrive At Optimum Appointment Decisions
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Contact Centre Outsourcing
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A Step-by-Step Guide To Outsourcing Success
Understanding Key Outsourcing Concepts
Preparing An Outsourcing Business Case
Selecting Your Ideal Outsourcing Partner
Managing The Outsourcing Partner
Developing The Outsourcing Relationship Further
Strategies & Techniques To Help You :
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| Determine prioritised prospect needs by adopting customer style and perspective | |
| Develop effective sales and marketing processes and plans, including the optimum use of call centre technology | |
| Drive, monitor and manage the sales execution process | |
| Provide pro-active coaching and mentoring to develop a high performing team | |
| Develop achievable standards and performance metrics to ensure sales targets are met |
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Maximising The ROI on
Call Centre Technology Implementations
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| Up-to-date Fundamentals, Content & Strategic Context | |
| Aligning Technology With Business Imperatives | |
| Proven Architecture, Infrastructure & Management Tools | |
| Vital Implementation & Project Management Guidelines | |
| Cost Effective Legacy Upgrade & Migration/Transition Plans | |
| Handling Emerging Contact Centre Technologies |
More>>
Effective Strategic Planning for Senior Call Center Managers
A proven guide to maximizing the strategic impact of
your customer contact services
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WHAT WOULD IT BE WORTH IF YOU COULD :
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| Better understand the call center’s evolving role in the networked economy? | |
| Develop a comprehensive customer access strategy? | |
| Increase call center knowledge throughout the organization? | |
| More tightly integrate all forms of customer contact? | |
| Better understand the totality of building e-enabled processes? | |
| Better define the call center’s return on investment? | |
| Increase your proficiency as a leader? | |
| Unleash the innovation resident in your organization? | |
| Improve customer loyalty–even by 1 or 2 percent? |
Problem Solving in the Contact Centre
Developing A Rigorous And Innovative Approach To
Solving Common Contact Centre Challenges
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Unique Case Study-Driven Methods To Take
Your Skills To A Higher Level
including
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| Understanding the raw input data | |
| Analysing the most relevant issues | |
| Investigating possible approaches | |
| Preparing an optimum problem-fixing plan |
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Workforce Management : The Basics
and Beyond
Optimize Performance Through
More Effective Workforce Management Practices
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You'll learn the
most effective ways to :
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| Improve the quality of
historical data | |
| Use advanced tools to build better forecasts and schedules | |
| Integrate staffing needs for other channels into schedules | |
| Develop a tiered staffing approach that improves efficiency and morale | |
| Create a plan to “react in advance”
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| Account for the impact of advanced routing schemes
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| Prepare for the future with long-term models
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Key Topics
Development of Team Goals & Relationships
Best Practise CSR Monitoring & Analysis
Coaching & Mentoring Techniques
& Principles
Performance Appraisal & Development
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At the end of this course the trainee will have a clear understanding of how to manage and develop team performance with effective performance management techniques, motivational strategies and coaching mechanisms.
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At the end of this course the trainee will have a clear understanding of the role of a Supervisor as a Team Leader. Particular emphasis is placed on the emotional skills of leadership so as to create a more motivated, empowered and enthusiastic team.
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At the end of this course the trainee will understand how to leverage the organisation structure for maximum effect of communications, how to prepare for and deliver communications across all media and how to plan and schedule resources around service level objectives.
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A brand new, regionally-customized course designed to help trainers to :
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| Plan and present interactive sessions that inspire participants to higher performance | |
| Facilitate learning as opposed to lecturing | |
| Improve retention rates among call centre staff | |
| Focus delivery on achieving specific, measurable and repeatable performance objectives. | |
| Provide balanced assessment results to senior managers and for ongoing training and development initiatives
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More>>
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