Very in depth course, great for beginners and experienced contact managers alike. But don't be afraid of the math. This course provides real world examples that can apply to areas even outside the contact management world. The emphasis on actionable and humanistic solutions is a welcome one. Poor quality can result from inefficient processes, a great agent will have a hard time with ineffective practices that are outside of their control. Hard metrics can be detrimental to performance and lead to wasted time and money. Also don't over think the process, use this course to identify possible solutions and strategies, but then get moving!
Managing a Customer Contact Center
With Brad Cleveland
Liked by 3,425 users
Duration: 1h 26m
Skill level: Intermediate
Released: 11/14/2016
Course details
Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, customer strategy and management expert Brad Cleveland shows you how to leverage these developments to set up your organization for maximum success. He outlines the components of a customer access strategy and the forces that make contact centers unique: random workload arrival, the visible or invisible queue, and the seven factors of customer tolerance. He also helps you plan your resources effectively so you can develop accurate forecasts. Last, he demonstrates how to maximize the quality and value of your contact center and use existing quality metrics to improve center performance.
Skills you’ll gain
Earn a sharable certificate
Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.
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Showcase on your LinkedIn profile under “Licenses and Certificate” section
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Download or print out as PDF to share with others
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Share as image online to demonstrate your skill
Meet the instructor
Learner reviews
Contents
What’s included
- Practice while you learn 1 exercise file
- Test your knowledge 4 quizzes
- Learn on the go Access on tablet and phone
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