Contact Center Management, The essential Guide
3.4 (2 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
7 students enrolled

Contact Center Management, The essential Guide

What you need to know about Managing a Contact Center
New
3.4 (2 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
7 students enrolled
Created by Amas Tenumah
Last updated 6/2020
English
English [Auto]
Current price: $20.99 Original price: $34.99 Discount: 40% off
2 days left at this price!
30-Day Money-Back Guarantee
This course includes
  • 1.5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Assignments
  • Certificate of Completion
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What you'll learn
  • This course is perfect for new 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.
Requirements
  • No
Description

This course if perfect for call or 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.

Who this course is for:
  • First time Team Leads, Supervisors and Managers and those that strive to be.
Course content
Expand all 45 lectures 01:28:13
+ Intro to Contact Center Management
4 lectures 10:11

You have a purpose as a Leader in a Call Center, do you know what it is?

Preview 01:58

It is vital you know who you Stakeholders are.

Preview 02:35
It is important to know who your stakeholders and how best to manage that relationship. This worksheet will help you to outline your Stakeholders and how you plan manage those relationships.
Who are your Stakeholders exercise?
1 question

It is vital you have your own code and honor it.

Preview 01:58

There is a difference between being a good Leader and being a good Manager, which are you?

Preview 03:40
+ Channel Strategy
4 lectures 05:50

Which channels are you in today and do they make sense for your team?

Channels Matter
01:43

Selecting the right hours for each channel is important.

Response Time
01:18

Once the channels are defined, next you must decide on the hours of availability for each channel.

Availability Time
01:21

Each channel needs it to have the proper technology to work properly.

Channel Technology
01:28
This worksheet will help you to define your channels.
Channel Worksheet
1 question
+ Channel Strategy Execution
7 lectures 13:44

Your customer will usually tell you what you need to know, are you listening?

Customer Insights
02:07

Make sure whatever channels you choose, you can execute well.

Channel Choice
01:24

Issue to channel mapping is a key to a successful customer experience.

Channel Mapping
02:19

Not everything must be available at all times, be effective.

Hours of Operation
01:48

It is up to you which channel will most effective for your customer.

Customer Segmentation
02:44

Choosing the channel is important, staffing it may be more important.

Staffing Your Channels
02:17

Quick recap.

Recap
01:05
Module 3 Knowledge Check
3 questions
+ Operational Excellence
6 lectures 13:00

You have to set your goals to reach your goals.

Goal Setting
01:25

There is a difference between response and auto response time, learn which is which.

Response time vs Service Level
03:15

Maintaining service levels ensures a good customer experience.

Service Level
02:34

There are different ways to approach scheduling, skills based routing is one of those options.

Skills Based Routing
01:31

Your routing schema will take some time to set up but will save you time in the long run.

Routing Schema
02:01

Here are few things to remember. 

Things to Remember
02:14
Definition Match Game
3 questions
+ Technology
15 lectures 25:56

Having the right technology will create and better employee and customer experience.

Tech Intro
01:05

Learn more about ACD (Automatic Call Distributor)

ACD
02:42

Learn more about IVR (Interactive Voice Response)

IVR
02:34

Learn more about WFM (Work Force Management)

Work Force Management (WFM)
01:23

Quality Management matters.

Quality Management
01:32

Having an experience management system is key to your success.

Experience Management (XM)
01:18

You relationship with your customers matter, be sure you are tracking it.

Customer Relationship Management (CRM)
01:43

If you are an outbound center, you need to know about Dailers.

Dialers
02:04

Yes they still exist, especially for certain industries.

Fax Servers
00:57

Make sure your knowledge is compiled in one area and easy to access.

Knowledge Base
01:46

Utilize your social tools.

Digital Response Management
01:48

More and more people prefer to email than call, you have to plan your response.

Email Response Management
02:05

How you respond to comments and inquiries on social media matters.

Social Media Response Management
01:23

Implement artificial intelligence when it makes sense.

Artificial Intelligence & Bots, bots and chatbots
02:09

Your technology stack is personal, make sure it fits for you.

Tech is Personal
01:27
Knowledge Check
5 questions
+ KPIs (Key Performance Indicators)
3 lectures 07:39

KPIs are great indicators.

Choosing Key Performance Indicators
03:21

Your dashboard matters, make sure it has what you need.

Effectiveness
01:36

Whatever you do, make sure your scorecard provides actionable information.

Scorecard
02:42
+ People Management
5 lectures 10:41

You can't fit a square peg in a round hole.

Recruiting
02:16

Brick and mortar or Work from home, which is better for you?

Location
02:04

You cannot accomplish your mission if you don't understand it.

Understanding the Mission
01:35

To gain control, you must give up control.

Control
01:39

There is a difference between Leadership and Management.

Leadership
03:07