COURSE CONTENT

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The purpose of this course is to identify how your centre needs to change, develop and grow to “take it to the next level” and ensure it delivers the best possible customer experience whilst remaining efficient, competitive and cost effective. It is also focused on identifying and reinforcing where your current successes lie and what you need to do more of. The course is based on proven industry best practices but also provides insight into new methodology and techniques.

This course is designed so that at the end of the course you will have a strategic and tactical plan customised for your specific centre that you will be able to take back and start working on immediately.

Key Course Content
Module 1 – Develop Your Contact Centre Strategy

• Company mission, vision, and values and the drill down effect.
• Translating corporate strategy and aligning that with Contact Centre strategy and objectives.
• Review and development of your Contact Centre strategy, mission and values.
  

Module 2 – Understanding Customer Needs

• Understanding customer needs by type, value, channel and marketplace.
• Setting the right customer expectations.
• Key principles of Customer Management.
• Identifying your customers’ needs and segmentation.
  

Module 3 – Understanding the Value and Key Contributions of the Contact Centre

• Developing and promoting the contact centre’s value proposition to the organization and other business units.
• Voice of the customer and disseminating business intelligence.
• Determining how to ‘break down the silos’ and develop relationships with other key stakeholders.
  

Module 4 – Contact Centre Dynamics

• The unique Contact Centre environment.
• Queue dynamics.
  

Module 5 – Developing the Right Metrics and Reporting

• Contact Centre metrics for operations, queue management and staff performance.
• The important interval.
• Selecting the right targets and reports for your centre.
  

Module 6 – The Workforce Management Process

• Understanding the workforce management process.
• Scheduling best practices.
• Effective multi-channel and social-media management.
  

Module 7 – Effective Real Time Management

• The 4-Step Real Time Management Process.
• Educating the right people on how to react the right way.
• Developing an escalation plan and post analysis process.
  

Module 8 – Develop the Quality Performance Program

• Development of quality program including purpose and performance standards.
• Development of the monitoring strategy including methods, forms and scoring.
• Review and development of your Contact Centre’s Quality Program.
  

Module 9 – Right People with the Right Skills

• Agent profiling, engagement and motivation.
• Skill requirements and the ongoing performance development cycle.

About Kelly Brickley
With 23 years experience developing and delivering Contact Centre consulting and education all over the world, Kelly’s intimate understanding of the needs and applications within this space has resulted in world class training solutions and best practise implementation for all types of Contact Centres.