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Call Center Management & Measurement

Module One : Call Center Management Fundamentals
Call Center Role as a touchpoint in delivering Exceptional Customer Experience
Call Center Management Definition – ICMI
Call Centers Main Objectives : Accessibility & Customer Satisfaction
Module Two: Forecasting & Scheduling
ABC Headcount Forecasting & Planning : Daily & Weekly Patterns
Doing the right Staffing calculations:
– Erlang C and its main inputs
– Shrinkage Calculations
How to Schedule your call center teams:
– Supply Vs. Demand
– Scheduling Benchmarks
– Real Time Management
– Controllable Vs Non-Controllable
– Managing Adherence , Absenteeism and attrition.

Module One : Call Center Measurement Fundamentals
Identify the main call center operational KPIs
Efficiency Related KPIs
Productivity Related KPIs
Effectiveness Related KPIs
Customer Experience Related KPIs
SLA Vs. Quality
Business Vs. Customer
KPIs Metrics and Definition Sheets.

Module Three : Call Center Digitalization
Contact Centers are transforming
Digital Customers demand digital Contact Center
Artificial Intelligence IVRs:
– Predictive IVR
– Callback IVR
– Voice Recognition
– Outbound IVR Dialer
Social Media Call Center
Chatbots Live Chat
Mobile Apps
Call Center Glossary

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